HOMEWORKING BEST PRACTICES
AND BENCHMARKING

ONE DAY WORKSHOP

Learn about the benefits of contact centre homeworking and best practices for everything from recruitment to IT and scheduling. Find out from other organisations about their challenges and how they’ve overcome them. Discover how to benchmark your current approach and future homeworking plans.

Sector analysts ContactBabel estimate that 49% of UK contact centres are now using or evaluating homeworking. Such widespread adoption has meant that homeworking is finally coming of age and beginning to live up to the hype that’s surrounded it for decades.

At it’s best, homeworking delivers reduced costs, increased quality, customer as well as agent satisfaction and enhanced corporate social responsibility. But, it can also be an expensive and time-consuming failure if the right knowledge, analysis and planning isn’t available.

To help you avoid all the big pitfalls, we’ve created a Homeworking Best Practices Workshop and Benchmark Tool. Together these will help you to understand where the main technology, process as well as people gaps are. And, how you can develop a ‘route to green’ pathway to get the most out of your homeworking.

WHO SHOULD ATTEND?

Whether you work for a business or public sector organisation, this workshop will be of real benefit if you want to know more about how to optimise your existing homeworking operation or successfully implement a new one.

Those responsible for service strategy — such as service Directors and Contact Centre Managers — as well as department heads responsible for implementing homeworking — including HR, IT, Resource Planning and Operations — will all find this workshop very valuable.

WORKSHOP CONTENT

Led by our senior homeworking experts this fast paced and interactive one-day workshop features valuable exercises, discussion and information you can takeaway and use within your own customer service operation.

BEST PRACTICES

Outline of best practices for, and discussion on, key functions including:

Resource Planning — scheduling and micro-scheduling to increase your occupancy

IT and Information security — system options and meeting even the most stringent financial services regulations

HR and Recruitment — employee contracts, health and safety requirements as well as recruiting across the UK and beyond

Training — making virtual and remote training a reality

Operations — providing engagement, motivation and support for front line agents

MI and Performance Management — optimised performance across quality, CSat and AHT etc.

BUSINESS BENEFITS

Why bother with homeworking anyway? Discussion and examples of how other businesses have benefited including:

Improving service and sales

Reducing costs

Dealing with volatility and increasing flexibility

Improving disaster recovery and business continuity

Increasing corporate social responsibility (CSR)

BENCHMARKING

Learn how to use our Homeworking Benchmark Tool to optimise all parts of your current, or planned, homeworking operation.

WHEN, WHERE AND HOW

WHEN AND WHERE

Tuesday 1st October 2019, County Hall - London Westminster Bridge (etc. Venues). The workshop starts at 10 in the morning and lasts until 4.30 in the afternoon.

GREAT VALUE

£300 per person (Ex VAT)

If you book before the end of Friday 6th of September, you’ll get a 10% discount. If you want a larger group to take part, have a look at our private workshop options.

WHAT’S INCLUDED

Morning pastries, Lunch and hot as well as cold refreshment are provided. You'll also get a workshop summary document and an outline of the Homeworking Benchmark Tool.

PRIVATE WORKSHOPS

If you'd like more of your team to benefit from the workshop we're happy to come to you. Private workshops are for up to 8 people and are more cost effective for larger groups. We can also tailor some of the content for you.

GETTING THERE

The County Hall (etc. Venues) is a short walk from Waterloo Rail and Underground stations for links to the southeast and other stations serving destinations across the UK. How to find County Hall - London Westminster Bridge (etc. Venues).

WHO'S LEADING THE WORKSHOP?

We help leading UK brands — including Bupa, Photobox and Allianz — improve their business performance, provide brilliant customer service and create accessible careers. We’ve been at the forefront of contact centre homeworking for 15 years and our FCA approved and ISO accredited multi-award winning omnichannel service team is over 700 strong.

We think homeworking is a better way and share our extensive knowledge and experience through workshops, discoveries, consulting and benchmarking.

Rob Smale Photo

ROB SMALE

Service Delivery Director

35 years service management experience. Ran BA’s flagship contact centre and led HSBC’s service strategy team. As a consultant has helped the world’s best-known brands reduce costs and boost service through people, technology and process change.

Andy Rosser Photo

ANDY ROSSER

Transformation and Innovation Director

For 20 years has helped service organisations from Aviva to AXA implement service strategy changes that drive tangible service KPI and financial bottom line improvements.

Matt Bourke Photo

MATT BOURKE

Head of Service Delivery

Previously a business analyst and project manager for Capita. 4 years experience of successfully running homeworking service delivery teams. Now responsible for ensuring the delivery of exceptional homeworking services for all clients.

BOOKING AND MORE INFORMATION

Want to know more or book a place on the workshop?

Just get in touch with Kerry: kerry.hodson@sensee.co.uk