Genesys Survey Reveals: More than Half of UK Contact Centres Were Not Fully Prepared for Remote Work Under the Lockdown

June 10, 20203min

The findings of the survey show that 71 percent of UK contact centres were not fully ready for remote working under the lockdown restrictions.

The recent nationwide survey conducted by the global leader in cloud customer experience and contact centre solutions Genesys in partnership with a customer experience technology specialist, IST, surveyed 150 UK contact centre executive and managers.

According to the results, only 29 percent of the businesses said that their contact centre were fully prepared for remote working.

Two-thirds (66 percent) had to invest in additional hardware such as laptops, networking devices and media servers. Twenty-eight percent of UK contact centres had to purchase additional remote-working licenses and an additional 14 percent had to incorporate new automation. Increased call volumes called for new port licences which were purchased by 9 percent of contact centres.

More than 80 percent of the surveyed managers said that 75 percent of their contact centre staff transitioned to remote work and more than 50 percent of the managers said they have all of the contact centre staff working remotely.

On the other hand, around 60 percent of UK contact centre managers say cloud contact centre solutions helped their contact centre operate even better under COVID-19 conditions than under normal circumstances, with 38 percent of the managers choosing cloud solutions over on-premises software.

Mark Armstrong, sales director for commercial and mid-market at Genesys: “The pandemic has put contact centres in an unprecedented situation. Businesses needed to either move staff remote, or ensure strict social distancing regulations in the workplace.”

“While businesses were addressing the health and safety of their workforce, they also needed to deal with an increase in demand. Leveraging technologies such as the cloud has provided businesses with the tools to handle the challenge, whilst ensuring high levels of service to consumers.”

When it comes to challenges of the unprecedented circumstances, ensuring staff wellbeing was the biggest challenge to transitioning to remote working, according to 58 percent of contact centre managers. The restraints of their current technology were the major obstacle for 35 percent of the managers, while an additional 34 percent were worried about the effectiveness of their workforce.

According to interaction data from the cloud contact centre platform Genesys Cloud, UK businesses faced an increase of 33 percent in customer service inquiries between Q4 2019 and Q1 2020. To deal with the increased demand, businesses chose a number of solutions – 34 percent opted for chatbots to provide quick answers to frequently asked questions. Almost 30 percent wanted to incorporate robotic process automation (RPA) in assisting agents, while 25 percent sought implementation of voice biometrics to identify callers and save agents time.


Sandra Radlovacki

Sandra Radlovacki

Sandra Radlovacki is Assistant Editor at Customer Experience Magazine.




Inform. Inspire. Include.
A free way to improve your business.

Customer Experience Magazine is the online magazine packed full of industry news, blogs, features, reports, case studies, video bites and international stories all focusing on customer experience.


CONTACT US

CALL US ANYTIME


UK Trademark UK00002648900

EUIPO Trademark 018131832

Contact Information

For article submissions:
Editor
Paul Ainsworth
paul@cxm.co.uk

For general inquiries, advertising and partnership information:
aleksandar@awardsinternational.com
Tel: 0207 1932 428

For Advertising and Guest/Sponsored posts:
jovana@cxm.co.uk

For Masterclass enquiries:
danilo@cxm.co.uk
Tel: +44 20 86386491

Customer Experience Magazine Limited
Company number: 12450532
International House, 24 Holborn Viaduct,
United Kingdom, London, England, EC1A 2BN

JOBS IN CUSTOMER SUPPORT

Find a job in customer support with Jobsora


Newsletter


male enhancement: viagra dose herbal male enhancement pills in large your penis ibuprofen erectile dysfunction girth exercises before and after does a chicken have a penis plastic surgery penis sex health 2 dick guy canadian pharmacy levitra value pack secret penis gnc free testosterone booster ways to make your penis longer muscles used in sex yellow ironman pill report when does a man pennis stop growing male review near me smoking pills enzite male enhancement male sexual prime v9 male enhancement reviews penis on viagra girth pills exercise for penile length increase viagra girls how to increase amount of sperm tiny blue pill what is top sexually androzene wiki dick exercise strike up pill real penile enlargement results rhinos tablet viagra heart different ways of sex zygasm reviews xanogen male enhancement reviews viagra men does bathmate really work should i take testosterone supplement

weight loss: abnormal weight loss icd 10 parkinson and weight loss testosterone weight loss carrie underwood weight loss diet weight loss exercises for men at home weight loss team names funny hydroxycut weight loss review meal prep plan for weight loss abnormal weight loss best affordable weight loss pills dr urshan weight loss cost red mountain weight loss vitamin e for weight loss planet fitness weight loss pcos weight loss plan stronggirl smart weight loss reviews granola bars for weight loss keto forskolin sakara life weight loss which diet pills actually work 15 lb weight loss before and after bible weight loss program safflower oil pills for weight loss sauna weight loss before and after phentermine weight loss pill dr oz weight loss pill weight loss surgery new orleans weight loss diet reviews dr brennan weight loss program reviews diet pills from china bio weight loss pills sensible weight loss fenugreek pills for weight loss weight loss meal prep for the week orovo weight loss pills weight loss chicken soup 2 day diet pills amazon phen375 diet pills reviews diet pill addiction diet pills with prescription

vape: og kush vape vuber vape pen instructions coils for vape pen vape lab vape vapor how to change the glass of uwell fancier vape istick cape tank lines glow in the dark vape uwell crown tc coil elite vape station best pod vapes 2018 how does vapor pressure relate to boiling point joyetech models victory ecig refills infinix smok us vape juice o pen vape juice e cigarette liquid strength plume juice vape caviar could my e cigarette be making me sick mech mod battery life temperature control vaping wi vape tax gold rdas uwell checkmate what level nicotine should i use voopoo drag black turquoise vaporizer sites most reliable box mod kangertech subox mini starter kit black rx 200w mod sx mini uwell crown how to update voopoo drag voopoo 200w box mod best mechanical vape mod voopoo drag 2 177 uforce tank leaking cbd vape with thc top airflow tank voopoo restart ecig reddit

cbd oil: sisters of the valley cbd oil chemopreventive definition how much cbd oil should i vape definition of known thought cloud cbd oil kannaway cbd vape cbd clinical cbd skin patches can you buy cbd oil in virginia best rated company for cbd oil cbd vape pen and oil does vaping cbd get you high cbd oil making me tired cbd conference cbd promotions does cbd make you gain weight will cbd help with pain how long does it take cbd oil to work in cats cbd pain salve recipe cbd cream review cbd hypothyroidism what is cannabidiol oil hemp oil weight loss testimonials headaches cbd oil high word definition how to make cbd oil using olive oil cannabis coconut oil topical natures landscape cbd does weed affect the liver cbd payment processing cbd oil gainesville tobacco free sheesha how to use cbd oil for arthritis pain thc oil for anxiety est cbd oil for sale on line given cbd oil with metcam sublingual melatonin cvs vd pg cbd safe for oil juice cbd oil for sale madison wisconsin