By Roy Holmes, Blue Infusion Ltd (with a little help from ChatGPT).
The Open Championship—often referred to simply as The Open—is one of golf’s most prestigious tournaments. With its storied history, shifting weather conditions, and global viewership, The Open tests the limits of every player’s skill, resilience, and adaptability. On the surface, it has little in common with a contact centre—where phone lines buzz, live chats ping, and customer satisfaction is the primary goal. But look deeper, and you’ll see that the chaos, complexity, and competitive spirit that define The Open are mirrored in the daily operations of a modern contact centre.
1. Adaptability is Key
At The Open, golfers are not just playing the course—they’re battling the wind, the rain, and the unpredictability of a links-style layout. One day, it’s calm and clear; the next, it’s a stormy trial of patience and precision.
Contact centres operate under similar conditions—albeit with headsets instead of golf clubs. One day, agents may face steady, predictable call volumes. The next, a new product issue, policy change, or system outage sends volumes spiking. Just like golfers, contact centre agents must adapt quickly to the unpredictable, relying on training, intuition, and teamwork to perform under pressure.
2. Every Shot (or Call) Counts
At The Open, one poor decision—a risky shot, a missed putt—can unravel a player’s entire round. Every swing matters.
The same principle applies in a contact centre. Every customer interaction is a moment of truth. One unresolved complaint or one poorly handled call can damage customer trust, hurt brand reputation, and lower Net Promoter Scores. Just as elite golfers train to stay focused shot after shot, agents must remain fully present in every conversation, delivering consistent service no matter how many calls they’ve already taken.
3. It’s All About Strategy and Execution
Success at The Open requires more than raw talent. Players must read the course, factor in wind direction, and think several shots ahead.
In the contact centre, successful operations depend on strategic planning: forecasting call volumes, deploying the right number of agents, and ensuring the tech infrastructure is resilient. Team leads, much like golf caddies, provide guidance and insight—coaching agents, managing real-time performance, and supporting frontline decision-making.
4. Technology Is a Game-Changer
Modern golfers rely on data: swing analysis, shot-tracking, and wind forecasts. These tools offer competitive edges—but only if used wisely.
In the contact centre, technology is just as crucial. AI-driven analytics, call routing algorithms, and omnichannel platforms empower agents and managers alike. Voice biometrics, real-time sentiment analysis, and chatbot assistants elevate the customer experience while making operations more efficient. However, like a high-tech golf club, technology only adds value when paired with skill and strategy.
5. Teamwork Behind the Scenes
Though golf is an individual sport, no player wins The Open alone. Caddies, coaches, and physiotherapists all play key roles in a player’s performance.
Similarly, the agent on the phone or chat isn’t working in isolation. Behind them stands a team of trainers, QA analysts, workforce planners, IT support, and leadership—all working in sync to deliver great customer outcomes. Success in the contact centre, as in golf, is the result of coordinated team effort, even when the spotlight is on one person.
6. Pressure and Performance Under the Spotlight
The Open draws millions of viewers. Players must maintain composure with cameras tracking their every move and commentators analyzing each shot.
Contact centres may not have the same audience size, but agents operate under intense scrutiny—measured by call duration, CSAT scores, and adherence metrics. Every second of their workday is often recorded and reviewed. The ability to stay calm under pressure is as essential for agents as it is for golfers walking the 18th fairway on Sunday afternoon.
Final Thoughts
While The Open and a contact centre may seem worlds apart, both represent high-performance environments where people operate under pressure, leverage technology, and adapt to constant change. Golfers chase a Claret Jug; contact centre teams strive for customer satisfaction and operational excellence. Success in both arenas requires more than talent—it demands resilience, preparation, and the ability to thrive in uncertainty.
In that sense, every headset-wearing agent is a little like a golfer on the first tee at The Open: facing a challenge, relying on training, and stepping up when it matters most.
Guess what I’m watching over the next few days??
