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27 April, 2023
12pm - 1pm GMT



Louise Reed
Job Title
Solutions Director - Recruit, Train, Deploy
Reed Talent Solutions
Jack Guest
Job Title
Customer and Owner Relations Team Manager
Sykes Holiday Cottages
Leanne Ebanks
Job Title
TSAR Advisor
Naveed Hussain
Job Title
Easycare Team Manager

Attracting and retaining contact centre talent continues to be a challenge for industry leaders.

However, companies are adapting and developing new strategies to attract ‘hidden talent’ from outside of our industry and creating rewarding career opportunities.

This webinar explored new approaches to attracting, preparing, training and deploying new people into the industry, whilst ensuring that brands can create new-joiner stickiness and long-term career progression.

The webinar panel consisted of Jack GuestTeam Manager at Sykes Holiday Cottages Group, Naveed Hussain, Team Manager at Specsavers, Leanne Ebanks, TSAR Advisor at Vodafone and Louise Reed, Solutions Director at Reed Talent Solutions.

It explored:

  • How the Government’s recent ‘back to work budget’ could help bring hidden talent into contact centres.

  • Reed’s latest data exploring what candidates are really looking for and how this can help us change our approaches.

  • Effective recruitment practices to help more people get into a career in a contact centre.

  • How do you allow candidates to ‘try before they buy’, creating stickiness and lowering new starter attrition?

The panel

Louise Reed, Solutions Director, Reed Talent Solutions

Louise works with clients from across the UK to understand their unique workforce challenges and to collaborate on new solutions to attract, train, deploy and retain talent.

With significant expertise in the contact centre space, Louise has advised businesses ranging from financial services and BPO through to retail and healthcare.

Jack Guest, Customer and Owner Relations Team Manager, Sykes Holiday Cottages

Jack has previously worked within the recruitment industry and decided to make the transition to a contact centre environment, based on his passion for delivering a seamless and personalised experience.

Jack has worked as a Contact Centre Team Manager for 2 years following his experience both in the recruitment industry and the contact centre which has enabled a versatile and passionate approach to CX.

Leanne Ebanks, TSAR Advisor, Vodafone

Leanne has 15 years experience in managerial roles and decided to take a leap of faith applying for a Sales Advisor Role at Vodafone.

Since then, she has had a positive experience working at Vodafone as a result of their approaches to inclusitivity, adaptility and their ability to listen to her needs.

Naveed Hussain, Easycare Team Manager, Specsavers

Naveed commenced his career within the contact centre environment after taking a change of direction as an estate agent.

Since joining Specsavers as a scheduling analyst, he has progressed his career to Team Manager. The skills which Naveed gained to date continue to put him help him to go from strength to strength.