ASA - Average Speed of Answer

Barry chats with Lauren Baker about her journey from call handler to team leader. Lauren shares what it’s really like working in a fast-paced outsourced contact centre, supporting agents through challenging calls, building trust across remote and office teams, and keeping things simple when the pressure is on. A brilliant conversation about confidence, communication, chaos, and the human side of contact centre leadership.

In this episode, Barry Cooper sits down with Harry Donaghy, a contact centre advisor who went straight from sixth form into an apprenticeship — and never looked back.Harry shares how he stumbled into the world of customer service while actually keeping an eye on a bigger prize: a career in foreign exchange and finance. From his first quiet day on the corporate desk to being thrown into the deep end on a high-volume private customer team, Harry opens up about the realities of contact centre life — the pressure, the pace, and the people.

In the first guest episode of Average Speed of Answer — the podcast for the people behind the headsets — host Barry Cooper sits down with George Papureanu, a Team Leader at a UK-based contact centre who went from his very first call (and a complete mind blank) to managing a top-performing team in just 12 months.George shares an honest, behind-the-scenes look at what it's really like to work in a contact centre — the pressure, the metrics, the nonstop call queues, and the moments that make it all worth it. From handling angry customers without matching their energy, to the power of letting your team leave half an hour early on a Friday, George proves that great leadership starts with one simple question: How can I help?In this episode, we cover:What George's first day (and first call) was really likeHow to manage the pressure of back-to-back calls and avoid burnoutWhy emotional intelligence and patience are the most underrated skills in the industryGeorge's take on AI — friend or foe for contact centre advisors?The journey from Customer Service Advisor to Team Leader in 12 monthsWhy the contact centre industry deserves far more credit than it getsWhether you're on the phones, leading a team, or just curious about what really happens behind the headset — this one's for you.

The contact centre industry measures everything, but too often, it doesn’t hear the people behind the numbers.In this first episode, I share why this podcast exists and the vision behind it: creating a platform where real voices, experiences, and perspectives from inside the industry are finally heard.If you’re part of it, this is your space. If you want to understand what’s really going on behind the metrics, you’re in the right place.This is just the beginning.