Information sourced by Customer Contact Week in their State of the Contact Centre Industry: 2025 Insights & Trends for ANZ Customer Contact Sector

1. High Attrition and Burnout Are Still Widespread

Contact centre attrition in Australia remains high, particularly in centres with over 500 seats, where turnover rates exceed 40%. Agents cite stress, lack of flexibility, unclear career paths, and limited recognition as the top reasons for leaving.

🔍 How Training Helps:
Our Leadership Coaching programme targets the root causes of disengagement by equipping managers with the mindset and skills to coach for performance and wellbeing. Leaders learn to:

• Hold regular 1:1 coaching conversations

• Recognise effort and celebrate small wins

• Identify burnout early and take supportive action

• Foster a team culture built on purpose and psychological safety

This not only improves retention, but also lifts morale and productivity.

 

2. Agents Are Underprepared for Today’s Customer Expectations

Modern customers expect more than fast answers—they expect meaningful, solution-focused conversations. However, many agents are underprepared to meet these expectations, especially when handling sensitive issues or difficult interactions.

🔍 How Training Helps:
Our Customer Service and Sales Training programmes build real-world capabilities that today’s agents need, such as:

• Confidence in handling objections, complaints, and emotional customers

• Commercial awareness to connect service with business outcomes

• Techniques for building trust and credibility quickly

• Communication skills tailored to different customer personalities

We help agents shift from order-taking or script-following to becoming trusted problem-solvers.

 

3. Customers Still Crave Human Connection

Even as chatbots and self-service channels grow, over 60% of customers still prefer speaking to a human for complex, emotional, or sensitive issues. Unfortunately, many agents are undertrained in the soft skills needed to handle these moments.

🔍 How Training Helps:
Our Customer Service Training focuses on emotional intelligence and resilience. We teach:

• How to recognise customer emotions and respond appropriately

• Active listening skills to fully understand the issue before responding

• Proven techniques to calm upset callers and rebuild trust

• How to recover a negative interaction with empathy and clarity

This helps agents deliver standout service in the moments that matter most.

 

4. Inconsistent Customer Experience Due to Varying Skill Levels

While many contact centres are pursuing omnichannel strategies, one of the biggest obstacles isn’t just the technology—it’s people. With varying levels of experience and capability across the agent workforce, customer experiences can be inconsistent. Some customers walk away delighted, while others are frustrated by disjointed communication or unmet expectations.

🔍 How Training Helps:
We focus on developing the core human capabilities that underpin a consistent customer experience. Our Customer Service and Sales Training helps agents:

• Understand what a “great customer experience” looks like and how to deliver it

• Align their behaviours with your brand promise, regardless of channel or situation

• Communicate clearly, empathetically, and professionally under pressure

• Apply consistent service principles even when switching between chat, phone, or email

By focusing on people—not just platforms—we help your teams create a unified experience that customers trust and remember.

 

5. Remote and Hybrid Teams Are Disconnected

With over half of agents now working remotely or in hybrid models, many leaders are struggling to maintain team cohesion, performance visibility, and culture.

🔍 How Training Helps:
Our Leadership Coaching programme includes strategies for remote team success, such as:

• Running effective virtual team meetings

• Using coaching frameworks over video or phone

• Monitoring productivity without micromanaging

• Keeping remote staff engaged, included, and accountable

We also provide frontline agents with skills in self-management, remote communication, and setting personal performance goals—creating a resilient hybrid workforce.

 

6. Coaching Culture Is Missing at the Manager Level

Many team leaders were once top-performing agents—but haven’t received formal training in how to lead and coach others. As a result, performance conversations are often inconsistent, reactive, or avoided altogether.

🔍 How Training Helps:
Our Leadership Coaching programme gives managers:

• A structured, repeatable coaching model they can use daily

• Skills to give clear, constructive feedback

• Tools for setting expectations, identifying performance gaps, and developing capability

• Confidence to coach for mindset, not just behaviours

This shifts the manager’s role from task-supervisor to performance-enabler.

 

7. Skills Gap in Personalisation and Data-Driven Sales

Customers expect tailored experiences, but many agents don’t know how to use the tools and data available to personalise interactions or recommend the right solution.

🔍 How Training Helps:
Our Sales Training develops customer-first selling techniques, including:

• How to understand customer needs

• Asking open-ended questions to uncover hidden opportunities

• Positioning solutions based on the customer’s values and preferences

• Cross-selling and upselling naturally, with integrity

Agents learn to have value-led, trusted conversations—resulting in higher satisfaction and stronger results.

 

Final Thoughts

The contact centre environment is changing rapidly—but the need for empowered, empathetic, and effective people remains stronger than ever. Technology may streamline, but it’s your people who differentiate.

That’s why Integrity Solutions Centre is focused on delivering training programmes that build capability, confidence, and connection—from frontline agents to senior leaders.

 

🔗 Want to Future-Proof Your Contact Centre?

Let’s chat about how our training can help you:

• Reduce attrition

• Lift customer satisfaction

• Improve team performance

• Prepare for the future of work

📩Click here Contact us today to explore tailored training for your contact centre team.