Prior to the pandemic, demand for collaboration software and video conferencing tools was rising but perhaps not as rapidly as people expected. Therefore, many were initially unprepared for home working, and some still remain frustrated with the technology available to them.
We analysed our customer call data from 2010, 2019 and Jan – July 2020, which amounts to over 73.9 million calls to uncover how our attitudes to technology have changed over time.
Here are a few stats that are interesting to share as to how technology is being consumed.
An analysis by Windsor Telecom of 7,385 companies across the UK and Ireland shows that as the UK went into lockdown in April 2020, 44% less business calls were made compared to April 2019.
Prior to the pandemic there was a 500% increase in making business calls from a mobile and phoning mobile numbers between 2010 and 2019.
In 2010, 18% of all business calls came from a mobile but in 2019, 54% of business calls were made from mobiles.
Windsor Telecom saw the biggest change in charity and non-profit sector using more mobiles to make calls, while the retail sector has shown a drop in 20% less mobile calls made between 2010 and 2019.
A workforce consumer survey from Gartner revealed that Brits are spending an average of 12 hours a week in meetings.
Figures from ONS show the average ratings of happiness in the UK fell by 1.1% in the year ending March 2020, compared with the year before.
The demand for video conferencing apps has surged. Enterprise-focused mobile app downloads reached 62 million during the week of March 14-21, the highest number ever seen.
Read on to discover how we’re all adapting to ever changing technology.
Making technology easy and enjoyable
Technology promised that it would bring everyone together, that there would be a platform and solution for everyone. And for the most part it’s playing its part in achieving this. We’ve all enjoyed the heart-warming moments of FaceTime with distant grandparents through the pandemic lockdown or family and friends online quiz nights. However, too often there’s still too much choice, too much noise, too much confusion. When making the right choice for your business, many employers and employees can be left overwhelmed by the amount of technology they are expected to use on a daily basis? So, what’s the solution?
Pete Tomlinson, CEO of Windsor Telecom said:
“It’s vital that employers address the fundamental changes we’re seeing across all generations. Lockdown has forced a conversation that needed to be had higher up the agenda because many employees are struggling to use the technology needed day to day, and employers are searching for straightforward and reliable solutions that work for all.”
“Customers want the same experience at work as they do at home or at play. This means easy to use technology across any device in any location. Straightforward ways to communicate and collaborate with colleagues, friends and customers alike and to be able to manage it all quickly, efficiently and enjoyably.”
Expectation vs reality
We spoke to the British public to discover what their biggest technology frustrations in lockdown have been. From internet connections to lack of technical skills, below you can see different generations experiencing the same issues in various ways.
Stella Ralfinis, Age 73
“What greatly frustrated me during lockdown was my lack of technical skills which mostly has to do with my age – 73. My main work is teaching live seminars which were all cancelled and won’t start up again until next Spring. I bravely attempted to teach a few seminars online and my confidence was hugely dented when the screen blanked out or lighting was so poor that those online couldn’t see me clearly. I am now doing my best in a world where I was left behind because I never foresaw what was coming.”
Christian Azolan, Age 37
“We were all promised that the networks and broadband providers had the bandwidth and capacity to cope, clearly they didn’t account for my three iPads, iPhones, MacBooks and a host of other devices like my Apple and Amazon TV that all need to be connected all the time! Then there’s WhatsApp, FaceTime and Zoom. Why does everyone want to see everyone? What’s wrong with just talking on the phone with no video? It’s ok to just speak on audio only.”
Lindsey Evans, Age 31
“The biggest issue we have had during lockdown is having to interview people via Zoom (for a podcast) and having their audio cut in and out. There’s no way to salvage it and makes it a waste of everyone’s time. An issue we never had to deal with when we were sitting with people face to face.”
Dymohe Mensink, Age 22
“As a travel influencer and blogger with over 72k Instagram followers [Dymabroad]I constantly have to be connected to the internet to manage my online business. Since the WiFi connection in my house is very bad, it was very inconvenient to work from home. Frequently, the WiFi suddenly stops working. Also, it costs lots of time when there is a power outage (which happens quite a lot at my home). Normally, I work a lot at other places, such as the library or a Starbucks, but because of the lockdown I couldn’t go there. Therefore, I lost a lot of time due to these technical issues.”
As our insights show, businesses need to invest in technology solutions that work for all for everyone, across all age groups and generations, in the workplaces, catering to all skillsets and competency levels. Get in touch today to discover how we can help alleviate the technology frustrations your staff are experiencing.
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