Reshaping an Industry: How Hui Wu Curtis is Transforming the Call Center Space with Technology

In an industry often regarded as stagnant and uninspiring, Hui Wu Curtis, the co-founder and CEO of SupportU, is leading a revolution. In her episode of The Elephant in the Room podcast, Curtis shared her remarkable journey, insights, and vision for reshaping the call center industry. From being an overlooked part-time call center employee to leading a minority, women-owned business process outsourcing (BPO) company, her path is nothing short of inspiring. Through innovative technology and a deep commitment to employee empowerment, Hui proves that the call center industry can be both employee- and customer-centric, paving the way for a brighter future.

Curtis’ journey to leadership wasn’t easy. Born in Taiwan, Curtis immigrated to the United States at five, speaking no English. She recalls the difficulties in navigating the American school system and overcoming obstacles posed by a male-dominated industry. Curtis admits it took time to build confidence and challenge the status quo. Still, today, she is driven by a desire to prove people wrong and break stereotypes, not just for herself but for the next generation of future leaders.

Breaking the Call Center Stereotype

Curtis aims to disrupt an industry that hasn’t changed much in 35 years. Call centers are infamous for poor working conditions, high employee turnover, and a lack of career growth. However, Curtis is determined to change that narrative. She says, “Nobody has ever desired a career in call centers.” But with the right environment, that could change. By enhancing the employee experience, SupportU aims to make the call center industry a place where individuals can develop their skills and thrive.

Technology for Employees, Not Just Clients

One of Curtis’ most innovative strategies is rethinking how we use technology in the workplace. While most companies focus on technology to improve customer experience, Curtis sees it differently. At SupportU, the tech stack is designed to support employees first. Knowledge management and speech analytics are being utilized to empower call center agents, ensuring they have the resources they need at their fingertips. As Curtis explains, “When you’re being clocked and have to do everything in under four or five minutes, you don’t have time to read a long article in your knowledge base.” Fast, smart technology helps employees resolve customer issues quickly and efficiently, which, in turn, creates a better customer experience.

Fostering a Culture of Empowerment

SupportU is built on the belief that happy employees lead to happy customers. Curtis emphasizes listening to employees and designing systems that truly serve their needs. “If we take care of them, they’re focused on doing the right thing, which is serving the customers,” she says. By making call centers a more supportive and flexible place to work, SupportU is transforming the employee experience.

Curtis’ approach to employee flexibility is another differentiator. While many call centers only offer full-time positions, SupportU allows employees to work part-time, catering to people with varying schedules, such as working mothers or those with other commitments. “If it works well into their personal lives, they’re going to do great inside our company,” Curtis explains. This flexibility has helped SupportU attract a more diverse and committed workforce.

A Mission for Diversity and Inclusion

As a minority, women-owned business, SupportU is deeply committed to diversity and inclusion. Curtis and her business partner bring over 25 years of experience to the table, and their mission is to create more employment opportunities for underrepresented communities. By leading a company that focuses on diverse hiring and employee empowerment, Curtis sets a new standard in an industry that has long struggled with these issues.

The Future of Call Centers

Looking ahead, Curtis is determined to continue pushing the boundaries. She is passionate about using technology to innovate and create new possibilities in the call center space. By focusing on operational efficiencies and truly understanding the needs of employees and their clients, she is building a more humane and modern approach to business. “I love proving people wrong,” Curtis says. “I love proving notions wrong.”

As Curtis continues to pave the way for a new era in the industry, she reminds us that no matter the obstacles, anything is possible with determination, innovation, and empathy. Catch Hui Wu Curtis’ full story on this episode of The Elephant in the Room podcast.

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