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Industry Research : ‘Gig’ Customer Service Booming During Covid-19, Says Report

#contactcenterworld, @LimitlessGigCX, @emberservices

Two thirds of people signed up on ‘gig’ customer service (GigCX) platforms are seeing an increase in demand for customer service tasks since the COVID-19 pandemic began, according to The ‘Annual Gig Customer Service’ report, released by AI-driven gig customer service platform Limitless. 

The report, which also includes Ember Group analyst research insights and interviews with several global CX providers, shows that one in three respondents reported that their gig earnings supplement full-time employment. This news comes as companies around the world are looking to diversify their call center channels to support their customer service teams which have been affected by illness and disruption during the pandemic.

Millennials and Gen Zs are the ones predominantly flocking to GigCX, although the findings also show a spread across all age ranges. This is especially prevalent in customer service, typically for brands where they are existing customers. Based on a global survey of 500 gig Experts, the report also shows that 7 out of 10 are likely to be university educated, with 85% speaking more than one language.

‘GigCX,’ is the term used for the pool of gig expert talent, mainly made up of brand’s own customers, that can provide on-demand customer service. GigCX platforms run on AI-powered models that ‘crowdsource’ customer support, routing customer service enquiries securely to these knowledgeable GigCX ‘Experts.’ As customers of the brands, Experts are able to resolve a wide variety of product and service-related support tickets.

Microsoft’s former Corporate Vice President of Customer Service and Support, Aileen Allkins, commented on the tech provider’s increased use of the Limitless gig Experts in its customer service teams: "We found that the ‘GigCX’ network is diverse, with a range of ages, talents and an even gender split. COVID-19 is driving increased demand for gig-based customer service, where many customers are reaching out to make a human connection. People like to engage with people, and our Experts are truly enjoying the interaction they get, with 98% specifying that they want to carry on with GigCX."

Three in four respondents said that being part of the GigCX movement had had a positive impact on their mental health, identifying flexibility in their schedules as a key benefit. A resounding 97% of survey respondents thought that gig platforms, especially those in the customer service space, were doing more to protect the interest of their gig Experts.

Megan Neale, COO and Co-founder of Limitless, commented: "These results paint a wonderful picture of the range of people choosing to take up GigCX. Young, intellectual, multi-talented individuals are joining gig platforms, and planning on remaining there, long term. At a time where mental wellbeing has never been more important, it is encouraging to see that the flexibility on offer from gig customer service is having a positive impact overall. GigCX itself is becoming ever more mainstream and this is only going to continue as businesses realise the benefits gig can provide them in their customer service operations."

The report also challenges stereotypes that gig is mainly low-skilled or blue-collar labor, with 70% of survey participants educated to degree level. One third of the people surveyed hold a full-time job, from a wide range of skilled professions. Gig-based customer service was found to be popular amongst retirees and students, who identified financial and social benefits respectively. These groups are also highly impacted by the Covid-19 pandemic; the capacity to earn extra money or stay in touch professionally and socially is key at this time, and simultaneously helpful to businesses.

The wider findings of the Limitless report support a growing popularity in this area of GigCX. Ninety-six per cent of those surveyed planned to continue in the next 12 months, and 9 in 10 believed public perception of gig in general was rapidly improving. A majority of respondents had participated in personal upskilling programmes within the last six months and are keen to upskill in order to perform a wider variety of gig tasks in the future.

"It is also encouraging to see that GoodGig™ practices are being welcomed by our GigCX Experts and the brands we support alike. The fact that 97% of our respondents are recommending ‘GigCX’ to their friends and family, and that over two-thirds believe gig platforms are doing more to protect giggers, is a great testament to the positive impact of our Good Gig practices," added Neale.

#contactcenterworld, @LimitlessGigCX, @emberservices


About Limitless Technology:
Company LogoLimitless an innovative Crowd Service™ platform is transforming customer service forever by connecting customers with skilled people who can help them on-demand. Limitless helps organisations turn their most loyal and passionate customers into trusted Brand Ambassadors and rewards them for providing great service on-demand. Limitless builds highly motivated networks of certified Ambassadors that can quickly scale using a combination of gamification, progressive learning and community support. Limitless provide Brand Ambassadors with a cloud based service accessed via an intuitive mobile app that is powered by artificial intelligence. The Brand Ambassador networks Limitless create, provide a more effective alternative to contact centres or standalone automation, by combining the best of people with technology to give customers a better, more authentic experience. For the people who provide great service the platform gives them more freedom and better rewards. For enterprises, it gives them a way to more cost effectively scale their resources to provide faster responses that customers value more.
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About Ember:
Company LogoCustomer management consultancy focused on helping its clients to realise commercial value from their customer management activities.
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Today's Tip of the Day - Involve Staff

Read today's tip or listen to it on podcast.

Published: Monday, May 18, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Recruitment Products/Services

 
1.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

2.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

3.) 
Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!

4.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

5.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

6.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
 

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