To celebrate National Inclusion Week, Cirrus has released a report highlighting how diversity, equity, and inclusion (DE&I) are reshaping contact centre operations.
Technology and flexible work arrangements are enabling organisations to implement DE&I strategies that drive innovation, improve agent engagement, and customer experiences. To explore how leading organisations are making DE&I actionable, read the full report here.
The evolving role of DE&I in contact centres
The contact centre market is changing with the rise of hybrid work models, growing customer expectations, and increased employee turnover. DE&I initiatives are becoming critical strategies for building engaged teams and delivering better service. Technology and flexible work options are key to making DE&I initiatives measurable and actionable.
The business case for DE&I
Research indicates that diverse teams are better positioned to access new markets and increase revenue. In contact centres, where rapid decision-making and empathy are essential, diverse perspectives contribute to more effective outcomes. Establishing an inclusive environment positively impacts both team engagement and service delivery.
Jane Thomas, Managing Director of the South West Contact Centre Forum, recently hosted an HR and Recruitment User Group of leading contact centre professionals. She observed:
“A diverse workforce doesn’t just improve culture—it drives engagement and, in turn, benefits customer experiences. When agents feel included, they bring their best to the table, creating better outcomes for customers.”
Technology’s impact on DE&I
Technology is crucial in advancing DE&I initiatives, especially as hybrid working becomes more prevalent. Workforce optimisation (WFO) tools provide contact centre agents—whether remote or on-site—with equal opportunities for feedback, coaching, and development. AI-driven analytics further support DE&I by using data to evaluate agent performance objectively, eliminating bias in promotion decisions. Cloud-based systems and omni-channel platforms also ensure accessibility and inclusivity for all employees and customers.
Jason Roos, CEO of Cirrus, adds:
“We know that when our teams feel valued, supported, and empowered, they perform at their best. However, developing a culture of inclusivity takes more than good intentions—it requires commitment and the right tools to create equitable opportunities.
Technology has a powerful role to play in making this happen. By embedding the right platforms in your business, we can reduce bias in recruitment, simplify communication for hybrid teams, and ensure every contact centre agent feels seen and heard.”
Flexible working models and inclusivity
The adoption of hybrid and remote work models enables organisations to attract a wider range of talent. Flexible shifts allow employees with family commitments or unique schedules to contribute effectively. These models create opportunities for a more diverse workforce, improving engagement and reducing turnover.
DE&I success stories:
Public Sector:
A local authority partnered with Cirrus and Gamma to deploy a scalable, cloud-based contact centre solution that supports hybrid working and ensures accessibility for visually impaired agents.
Within two months, call volumes were reduced, and service quality improved.
The AA:
The AA introduced diversity, equity, and inclusion (DE&I) networks to support diverse groups within the organisation, including carers and members of the LGBTQ+ community.
These networks improved retention and created a more inclusive work environment.
Global Contact Centre:
A global contact centre used accent localisation technology to improve communication between agents and customers, leading to higher agent retention and improved customer interactions.
Organisations that prioritise DE&I and leverage technology to support their strategies are set to thrive in today’s dynamic contact centre environment.
Krisp Technology:
BPOs using Krisp’s AI-powered noise cancellation have reported increased productivity among neurodiverse contact centre agents, particularly those with ADHD, by creating quieter, less distracting work environments.
Established in 2011, Inclusive Employers works with hundreds of organisations to audit, train and embed workplace inclusion.
We are the first and leading membership organisation for employers committed to prioritising inclusion and creating truly inclusive workplaces. In inclusive workplaces, all employees are valued and contribute to the success of their organisation.
For additional information on National Inclusion Week and Inclusive Employers visit their Website
Cirrus is a leading provider of contact centre as-a-service (CCaaS) solutions, delivering innovative and scalable technology to help businesses enhance customer experiences. Founded in 2013, Cirrus integrates communications across voice, video, email, messaging, and social media, offering a comprehensive and flexible solution for contact centres. With a strong focus on partner and customer success, Cirrus has built a reputation for excellence and remains dedicated to driving innovation in the contact centre industry.
For additional information on Cirrus view their Company Profile
