Contact centres are the foundation of customer service. Agents, managers and operations teams work together to resolve customer issues, process orders and provide support. They thrive off diversity and a strong community spirit. Cirrus recently released a report in honor of Diversity and Inclusion week, which outlines how DE&I is transforming contact center operations. By focusing on DE&I, organisations can unlock innovation, boost agent engagement and create richer customer experiences. This article explores how flexible work arrangements and technology are driving a wave of inclusion in an industry that is changing. The full report explains how leading organisations are putting DE&I to work.
Contact centre DE&I opportunities
Contact centre industries have always been driven by metrics and speed. The working environment of today has changed. Hybrid working, increased customer expectations and high employee turn-over mean that traditional approaches are no longer sufficient to ensure a high performing workforce. Diversity, equity and inclusion (DE&I), have become essential strategies for building engaged teams and delivering exceptional customer service. DE&I is becoming more actionable in contact centers thanks to the combination of flexible work options and technology.
The Business Case for DE&I in Contact Centres
A diverse workplace is not just good for morale, it also impacts on the bottom line. Diverse teams are 70% more likely than others to find new markets, and 19% likely to increase revenue. Diverse perspectives can lead to better decisions in high-pressure settings like contact centres where empathy and rapid response are essential.
Jane Thomas, the Managing Director of South West Contact Centre Forum recently told me that there is a direct link between agent engagement, customer satisfaction, and the way agents work. “When they feel included, their efforts are more focused, resulting in better outcomes for the customers.”
The technology behind DE&I in Contact Centres
The technology plays a key role in making DE&I possible in contact centres today, especially as hybrid working continues reshaping the workforce. Workforce optimisation tools, such as WFO, ensure that agents working on-site or remotely have access to the same feedback, coaching and career development options. WFO tools automate scheduling, quality control, and training to tailor support for individual needs. This drives both inclusivity as well as performance.
AI-powered analytics are more than just recruitment tools. They provide insights into agent performance in real time, so that no group is left out of promotions or training. These tools remove bias from performance evaluations, relying instead on data-driven metrics. Contact centres can then offer equal opportunities for advancement.
Platforms that enable seamless communication across multiple channels such as chat, social media, and phone are omni-channel platforms. They promote inclusivity because they allow for seamless interactions. It allows agents to efficiently manage the channels, while meeting diverse customer preferences.
Cloud-based technologies are a must for contact centres that use hybrid working. This ensures that agents from all locations have the same access to resources and opportunities. Contact centres can create a more inclusive environment by integrating the right technology. This will reduce bias and support hybrid teams.
Flexible options for talent pool diversity
Inclusion has also been improved by hybrid and remote work. Flexible work arrangements allow for the recruitment of diverse talent, which would otherwise not be available. Work-from home options have increased the talent pool by allowing contact centers to recruit people from areas that were previously difficult to reach.
Contact centres have been able to attract high-performing staff who may not have had the opportunity to work in a traditional office environment. Flexible shifts are offered for those who need to balance family obligations. Retired professionals also bring their emotional intelligence and experience to contact centres. This enhances team dynamics and improves customer service.
Long-term benefits of DE&I
Simple: happy agents make for happy customers. Employee engagement increases when they feel included, valued and supported. This directly affects the quality of customer service. Strong DE&I initiatives have a positive impact on the culture of companies. They see tangible results – 1.7 times more innovation and 35% higher financial performance.
Engaged employees are also 87% less likely than unengaged ones to quit their jobs. This is important for contact centers that struggle with high turnover rates. Contact centres can lower their recruitment costs, reduce turnover, and retain talent by creating an inclusive environment.
Success stories in DE&I from real-life
Public Sector (Local Authority). A local authority partnered up with Cirrus and Gamma in order to implement a flexible cloud-based solution for contact centres that allows hybrid working, while also meeting the strict accessibility requirements of visually impaired agents. In just two months, this system was fully operational and reduced call volumes by 66%, while improving service.
The AA: In order to promote diversity and inclusion, the AA has launched DE&I Networks that focus on gender, race, caregivers, disabilities, and LGBTQ+ inclusion. These initiatives, supported by senior leaders, have improved retention of employees and created a more welcoming environment, especially through a buddy program that helps employees return from family leave.
Krisp Technology: Contact centers using Krisp’s AI-powered noise cancelling have seen productivity increases among neurodiverse agent, especially those with ADHD. The technology reduces the background noise to create a quieter, more productive environment for agents.
Global Call Centre: A contact centre international introduced accent localisation to neutralise accent differences between agents and their customers. This led to improved communication and higher retention of agents, as they felt more confident.
The future of DE&I: embedding it in contact centres
It’s not just about meeting corporate metrics. It’s also about creating a workplace where people want work and customers feel valued. There are many tools available to ensure fairness, including AI-driven analytics, omni-channel communications platforms and employee engagement systems.
You’re not only improving morale, but you’re also setting up your business for long-term growth by integrating DE&I in your contact center’s culture. Teams that are empowered and feel included will provide the best customer experience.
Download the full report to learn how leading organisations build high-performing, inclusive teams.
