July 23, 2021 – In this Leaders Talk, the Contact Center Associations of Asia Pacific (CC-APAC) discussed about “Millennial Leaders in Contact Center”. We invited four speakers who are professionals in the Asia Pacific contact center industry.
One of the speakers is Gratiano Yeung, Chief Customer Officer of Thai Insurtech Roojai.com, from Thailand. In Thailand, Gratiano said millennials have courage to speak up and accept challenges. Every month, her company holds monthly meetings for their agent/staff with managers to discuss about their working conditions. The goal is to make all employees feel heard by giving them the opportunity to speak. Roojai.com also provides training and certification to improve their employees’ skills.
Further discussions about the right time to assign an agent contact center to another department. Gratiano said that 2 years is enough time for an agent to be assigned to another department. During this time, they can learn various knowledge from contact center teams and other departments. Before getting the assignment, they must go through the interview process first. “If they apply for those positions, they still need to go through a proper interview by the department head,” Gratiano said.
Gratiano shared some tips and gave motivation for millennials. She talked about her concerns. First, she thinks people in general prefer to stay in their comfort zone, so Gratiano thinks we need to challenge ourselves. Just like her, she challenged herself to leave her home country to a foreign country and built start-up business from the scratch.
It does not mean that you must leave your country for a change, but she thinks it is always good to ask yourself, what you can do for make things better. The second is digital transformation in the contact center. She thinks, as a leader we also need to be humble to learn and equip ourselves very well.
Gratiano believes that these days, a lot of contact center still use on premises solution or still have legacy system. Roojai.com has been decided to give up the heritance system from their parent company then started their own solution contact center. It allows us to have more flexibility. The key is do not be afraid to make changes. We must try to think outside the box and always challenge ourselves. Gratiano said it is going to make a difference, so go ahead. (ANF)