Post Pandemic Sentiment and Wellbeing in the Customer Contact Industry

As we enter the ‘post pandemic’ world, there are many things for organisations to be aware of to ensure business objectives and goals are successful. Not least, 2020 has driven many business leaders to focus on how they view mental health and wellbeing, and the importance attached to this.
Customer Contact Manager | Sentiment and wellbeing

Throughout March 2021, psd and The UK Contact Centre Forum ran an in-depth survey to focus on current business sentiment and wellbeing within the contact centre industry.

650 individuals took part in the survey and polls, giving a good cross section of the Customer Contact industry.

Almost 90% of the survey respondents were at manager level and above in the Contact Centre & Customer Experience (CX) sectors.  These individuals have been at the forefront of leading their teams and businesses through the Covid-19 pandemic. We would like to again thank all that took part.

As businesses plan to get back to ‘normal’ we hope that these results will be of use in improving wellbeing support to colleagues.  Contributors from John Lewis, Hansgrohe and Hitachi Capital UK LTD have also provided their views of the findings, including insights into their own experiences.

From our results it is great to see so much positivity around headcounts as we come out of the pandemic, as 41% of those who took part feel that their organisational/ contact centre headcount will grow over the next 12 months.

With this predicted growth it is even more important that robust wellbeing strategies are cemented into businesses.  Providing an environment where wellbeing can be openly discussed and supported will be key to many organisations as they take advantage of the business growth that this survey indicates is ahead of us.

Are you offering what your leaders and colleagues really need to assist with their wellbeing?

About the author

Rob is Director of psd’s Customer Contact Practice, specialising in the Retail, FM & Support Services, Healthcare, BPO, and Utilities sectors.