Agent Shield Initiative

Dear Reader,

I'm Gaurav Sharma, Founder & CEO of JustCall. Today, one of our support agents received an email filled with abusive and racist language. Sadly, this is not an isolated incident. For too long, customer service agents have endured high levels of anxiety and stress due to abusive, racist, and dehumanizing treatment from a minority of customers.

It's time for change. That's why I'm launching Agent Shield - an initiative to promote Support and Help for Integrity, Equity, and Lasting Dignity for Agents (SHIELD)

Our Commitment

To kickstart this initiative and create a meaningful impact, we are pledging an initial contribution of $50,000 to build and grow the Agent Shield Initiative.

Our Plan

We're developing a multi-faceted approach to address this issue:

• Create a community of CXOs, CX Leaders and Agents to have a single place of engagement. We'll start with an email list & then move to a proper portal
• Create a "Zero Tolerance Pledge" for businesses to publicly commit to protecting their agents from abuse
• Establish a system to report and track incidents of agent abuse, making this information publicly available
• Develop training programs for both agents and customers to promote respectful communication
• Advocate for legal protections for customer service workers
• Partner with mental health organizations to provide support for affected agents

Join The Initiative

We invite businesses, individuals, and organizations to join us in this crucial initiative. Together, we can create a more respectful, equitable, and dignified environment for customer service agents worldwide.

No one should face abuse or discrimination in their workplace. With Agent Shield, we're taking a stand. Will you join us?

Yes, I Support This

(I'll email you updates until we put together a proper website for the same.)

If you have ideas or want to get involved more closely, you can ping me at gaurav@agentshield.org. You can also follow us on Linkedin and X (Twitter).

Thank You.