In this episode, Martin is joined by his good friend and contact centre leader, Barry Cooper, Head of Conversions at Smart Currency Exchange — and they've got a very exciting announcement to share!
Barry is launching a brand new podcast called Average Speed of Answer (ASA) — a Get Out of Wrap Production — dedicated entirely to giving a voice to the people behind the headsets. Customer service advisors, sales agents, team leaders, and everyone on the frontline of the contact centre world.
We chat about:
🏴☠️ How Barry earned the legendary nickname "Popup Pirate"
💪 The power of community and how the Team Leader Community helped build confidence and open doors
🎙️ Why Barry decided to launch ASA and what makes it different
🎧 What it's really like on the frontline — first calls, KPIs, wrap time, and the culture shock of contact centre life
📣 How ASA will give agents, advisors, and team leaders a voice beyond the walls of their contact centre
Average Speed of Answer launches on Wednesday 22nd April 2026.
If you work in a contact centre and want to share your story, reach out to Barry — this podcast is for YOU.
🔔 Subscribe so you don't miss the launch!