Daily Management Review

Customer Service Agents Getting Attracted To Gig Economy: Study Report


07/21/2018




Customer Service Agents Getting Attracted To Gig Economy: Study Report
The customer service agents are seeking to take advantage of the increasing popularity of the Gig Economy. And customer service agents could be part of the next wave of people seeking the option of an ‘on-demand’ job, claims Aspect Software’s 2nd annual 2018 Agent Experience Index.
 
In a survey, the study found that the number of customer service agents willing to pursuing an ‘on-demand’ job was 40 per cent and among that group were 51 per cent who belonged to the Young Millennials/GenZ group. The primary attractiveness of the Gig Economy is that it allows people to prioritize their preferences of workplace in a manner that is very different from whet that agents have been used to traditionally.
 
The research pointed out to a number of factors that is driving this desire among customer service agents. For example, obtaining a control over their work/life balance which they can completely control was cited as the primary reason for attractiveness of the Gig Economy for 86 per cent of the agents surveyed. A complete focus on work without any worries of job security and stability was the reason for 82 per cent of the respondents while a same number of respondents cited on-demand work being a compelling factor for making extra income.
 
Among the Young Millennials/GenZ respondents, having more control over the work they do drives their interest in the Gig Economy was opined by 81 per cent while 88 per cent cites a flexible work schedule that can be set by the agents themselves was the main drive of interest.
 
“The Gig Economy is “triple win” for customer service,” said Shep Hyken, customer service and experience expert and New York Times bestselling author of The Amazement Revolution. “For companies, it allows for great flexibility in staffing during busy and slow times. For “giggers,” they like the flexibility of being called on when needed, the extra money, and work that can be tailored to fit into their lifestyle. And finally, for customers, it means a better service experience, as even during busy times, the company is staffed to deliver fast support when the customer wants and needs it.
 
More is being invested in employee experience and in the making available more modern technologies to the gig agents compared to what the traditional agents had access to., is being done by companies that are making use of on-demand agents. As a testimony to this, 72 per cent of the surveyed on-demand agents claimed that the software that they were using was easy to handle while the same was said by just 58 per cent of the agents working in the traditional system.
 
“Brands that decide to explore nontraditional labor models can gain advantages beyond just serving customers with more authentic experiences,” wrote Ian Jacobs, Principal Analyst, Forrester Research. “There are hard, bottom-line and customer experience benefits to gig economy models, including faster response times, lower cost per interaction and access to new – and better educated – talent pools.”
 
(Source:www.businesswire.com)






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