Over time, Anglicare Southern Queensland’s contact centre staff have observed an increasing number of situations in which clients seek social connection during calls.
Research literature suggests that this may be due to a growing loss of social connections and resulting feelings of loneliness, particularly among older clients, with contact centre interactions serving as a partial substitute for connection.
This project addresses some of the complex challenges and assumptions about the motivation of callers, the nature of loneliness, and the processes involved in developing a potential contact centre response. It will ultimately help us to address the question: How can contact centre interactions positively impact the loneliness and wellbeing of older adult clients?