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Interview

In the run up to The Future of the Contact Centre, we are sitting down with some of our world class speakers to get a further insight into their role and what to expect from their presentations. Today we are joined by Andy Kingston, Head of Offshore Contact Centres and Conversational Banking at HSBC.

Can you provide us with an insight into a ‘day in the life’ of your role?

My role has two core responsibilities; i. to lead our offshore teams that serve UK customers through a number of channels (telephony, chat, email and social media), and ii. to work with the technical teams to develop the technology to supports those channels. Therefore, day-to-day my time is spent talking with our customers, agents and team leaders to understand what’s working and how we can improve – then meeting with our architects, developers and programme managers to build and execute transformation plans that ultimately lead to a better customer and employee experience.

How has Covid19 affected your contact centre within your workforce and your communication with your customers?

We migrated nearly 5,000 people to work from home in a just a couple of weeks to help keep them safe – and to continue supporting our customers. This alone has some logistical challenges and required a new ‘virtual’ operating rhythm to support the changes. Early on, we were required to adapted almost daily to the changing environment. For our customers, simply put, they needed – and continue to need – our support more than ever. Many of our customers adopted digital tools and services for the first time, but many wanted to talk to someone in customer service which led to an increased demand on our call, chat and email volumes. We adapted, quickly, by multi-skilling branch colleagues to take calls and handle chats, delivered increased automation to help customers with transactional activities and prioritised those customers who are either key workers or in immediate financial difficulty.

What do you think the future looks like for the contact centre?

Customers are increasingly turning to digital channels for support. As technology develops, customers will continue to utilise it, but when they want/need to turn to a human they will come to the Contact Centre. By bringing the technology development close to the customer – through the Contact Centre – this will create new roles and career opportunities for agents and ensure organisations stay connected to their clients, understanding their needs and when best to offer automated and/or human delivered solutions. Simply put, an even stronger voice of the customer into organisations.

We’re very excited about hearing your case study! Any chance we can get a sneak peek about what you will be specifically focusing on?

No big spoilers! But my presentation will look at how bringing agents and technology development closer together benefits customers and colleagues in the future.

What are you most looking forward to about the virtual event?

Hearing the thoughts of such a diverse group of leaders – always motivating and inspiring.

Want to hear more about Andy Kingston’s case study? Claim your ticket to the upcoming Future of the Contact Centre Conference here!

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