The Challenges Faced by Call Centre Agents and How Advanced Technology can Support Them

Call centre agents are the frontline of customer service and sales. They are managing an ever-growing number of channels such as voice, email, WhatsApp, web chat, and social media messaging platforms. As consumer expectations for fast, efficient service rise, the complexity of the agent’s role is increasing.

Despite these growing demands, recognition and consideration is not keeping pace with what the agent is having to deal with, and sectors like debt collection and housing associations are particularly stressful. This white paper explores the challenges faced by call centre agents/case handlers and discusses how intuitive, user-friendly technology can provide the support they need to succeed in today’s fast-paced environment.

---