The Benefits of a Diverse Workforce in the Contact Center

Three Key Benefits of Having a Diverse Workforce in the Contact Center

After Pride month and criticism from companies that changed its logo to the Pride Flag without any meaningful action or policy focused on diversity, it’s time for organizations to understand the importance of diversity and inclusion in their hiring practices. But if your company has never really focused on equality and diversity, what are those benefits?

Here, we’ll dive into the benefits that a diverse workforce brings to businesses.

You can better understand your customers

A lack of diversity can have many implications for your customers and the bottom line of your business. For example, hair companies may produce Afro hair products without really understanding the specific needs of this hair type. Or, in many sectors, accessibility provisions may accommodate physical disabilities but not mental disabilities.

When people from diverse backgrounds come together, they can offer perspectives that may not be considered by a more homogeneous group. We know from current political events in the United States that when these voices are not heard, decisions are made without considering their needs. This also applies to companies, their employees and their customers. A UK IT consultancy or call center will have a better chance of attracting and delivering excellent customer service with a diverse workforce.

Attract and retain top talent

Boards of directors and management teams in the UK are still predominantly male and white. As we go down the ranks, the diversity increases, but many companies are still oceans of uniform faces.

Predominantly white companies may struggle to attract BAME workers, while research has shown that 40% of female engineering graduates will leave their roles due to “unwelcoming social barriers” which include being perceived as incompetent, being sexualized and being excluded from social events.

Inclusive measures are also important for people with visible and invisible disabilities. We realize that people who need mobility aids will need ramps and elevators to access certain parts of our buildings, but what about people with arthritis or chronic pain? Are your desks designed with developmental disabilities like autism in mind, or are they potentially overwhelming? Considering the needs of people from diverse backgrounds will show that your company cares about diversity and equality and can help you attract and retain a lot more talent.

Improved staff well-being

Employees who are surrounded and led by people who share similar characteristics to them are likely to feel more welcomed and included. If a company is dominated by heterosexual white men, it can sometimes contribute to a “laddish” culture that can exclude women, LGBTQIA+ people, and those of different ethnicities.

A happy workforce is already a major benefit for businesses, but it also brings many additional benefits. Companies with a diverse set of happy people have lower turnover and higher productivity and may even be more profitable. It pays to be diverse.

Diversity should always be a priority for businesses. Providing opportunities for people from different backgrounds is important for societal change and social mobility, but it is also essential for business success. So if your organization does not yet have an equality and diversity policy in place, consider these three points and make it a priority.

Kura is the UK’s largest independent contractor, specializing in providing bespoke customer support solutions to businesses across a variety of sectors including insurance, finance, telecoms, retail, works charities, public services and the public sector. Kura makes an unparalleled investment in its people and its committed and passionate team is what sets its offering apart. Inisoft is Kura’s in-house contact center software, which was developed in partnership with Kura employees, making it easy to use for customer support teams, so Kura employees can focus solely on the customer on the other end of the line.

Kura has offices in Glasgow, Liverpool, Sunderland, Forres and Durban in South Africa, and has a host of clients in 16 countries, including Canada, the UK, Continental Europe and the United States of America. .

For more information about Kura, visit their Website