Sensée supplies home-based customer
service talent to the UK's leading brands
700+ active & employed UK Sensée
HomeAgents + 60 client-employed
Supported by 70 Sensée support &
management staff (also homeworking)
Connected together through our
2 data centres hosting our remote
Taking approx 50k inbound calls,
5k emails and 4k chat sessions
per week on a 24/7 basis
Dedicated & On-brand to serving
customers of businesses including:
HOT OFF THE PRESS
SENSEE GAINS FCA ACCREDITATION TO EXPAND
FINANCIAL SERVICES REGULATED WORK
Now more UK FS companies can benefit from exceptional and compliant customer
experiences and complete ‘peace of mind’ that robust processes and
technology are in place to meet and evidence compliance obligations. And
the RAC’s one of the first to benefit.
Find out how Argos
unlocked rapid and compelling benefits from homeworking and
deployed Sensée’s technology to enable its own people to work
Sensée has helped us unlock the agility and tap into the skills
we need to underpin our transformation and deliver great – yet
cost-effective – service to our customers. Given the highly
competitive market we operate in, this is gold dust.
Paul Downham, Director of Contact Centres
Award winning customer service
De-risked, FCA compliant customer management
Learn how Sensée helped Aviva
overcome complexity and compliance challenges to deliver award winning
From the quality of their people and processes, right through to their
specialist technology that delivers the control, visibility and security
levels we require, I haven’t come across another outsourcer than can
provide services to this level and bring the same degree of competence
and speed of deployment. In my view, Sensée is the clear market leader.
Chris Nobbs, Head of Contact Centres, Aviva
High performance in a high growth environment
Entirely virtual customer service excellence
Disover how Sensée has helped General Accident
underpin rapid growth by delivering excellent customer experiences with
an entirely virtual, dedicated customer service team.
Homeworking really works for us. From accessing the right talent to serve
our customer base to unlocking the agility we need to keep pace in our high
growth environment, Sensée has helped us rise to the challenge each and
every time. Suffice to say I am a huge advocate!
Sam Martin, Business Operations Manager
High stakes customer service
Skills and cultural alignment for mass customisation
Find out how Sensée works alongside Rank Digital’s
in-house team to ensure unparalleled flexibility and superb,
highly personalised customer experiences.
If the ground shifts, Sensée moves with us; they are great.
There are an awful lot of outsourcers that don’t dedicate
agents to a specific account, which in my opinion, means that
they wouldn’t ‘get’ our customers and treat them the way we do.
Sensée totally understands us and our customers. And very
importantly, they are ethical and support the Rank belief of
providing rewarding careers and security to employees.
Jennifer Fraser, Head of Contact Centre
From good to great
Exceptional, award-winning multi-channel customer service
Learn how Sensée helped PhotoBox
penetrate new markets and overcome customer demand volatility to deliver
award winning, multi-channel customer service.
Sensée set themselves very high standards and do everything in their power
to meet them. The team has given us so much confidence that we trust them
to deliver for us, with never any need to micro-manage. They are part of
our team, there really is no ‘them and us’. It’s a great partnership – we
couldn’t have asked for anything better.
Helen Ellis, Head of Global Customer Services
Ready for the unexpected
Seamless business continuity when it really matters
Find out how Sensée is helping Eurostar
benefit from trained HomeAgents as soon as the unexpected challenges their
customer service experience.
As a travel business, we are often confronted with unforeseen circumstances
which affect our customers’ arrangements. When this happens, we need to
act quickly and deal with their enquiries with consistency and the upmost
professionalism. The weather may let our customers down, but we never can
and with Sensée we won’t.
Simon Shaw, Operations Director
When compliance is king
Exceptional, compliant customer conversations
FCA accredited, Sensée is delivering high quality, compliant customer service
to the RAC's members and peace of mind for the RAC.
For organisations operating in an FCA regulated environment like the RAC,
having a partner that also has FCA accreditation gives us incredible peace
of mind because in addition to having great conversations with our members,
we know that the conversations will be compliant and with Sensée’s technology,
fully auditable. Coupled with Sensée’s agile resourcing model, we couldn’t be
more happy for our members.
Mike Minahan, Director of Sales and Service
Want to join our growing team?
If you are looking to work 100% from home with flexible, guaranteed hours, to serve the customers of the UK’s leading brands, apply now!
Sensée HomeAgents can login remotely for periods as short as 30-minutes, providing our clients with the ultimate agility to seamlessly manage customer demand and the ability to significantly reduce operational costs.
Agile resourcing starts with rethinking capacity planning: how do you
plan the ability to deliver value without impacting productivity or
The traditional approach to customer management resourcing - which relies
on meeting target service levels despite restricted resourcing budgets –
has always been flawed because when agent occupancy goes up, service levels
go down. As a result, operations are compelled to factor in expensive idle
time to meet their services levels. And there’s lots of it! (40% is the UK
Average according to Datamonitor).
And the situation gets worse as companies strive to keep up with the
accelerated pace of business. A tough ‘ask’ for businesses that need
to balance the conflicting requirements of great customer service and
operational cost reductions.
Sensée’s proprietary remote delivery model, coupled with its remote resource
management platform, TeamTonic®, helps clients overcome all these challenges
by streamlining complex resource planning and enabling clients and managers –
wherever they are in the world - to precisely match workload forecasts
with an agile workforce, eradicating the idle time that plagues bricks and
mortar operations. Furthermore, TeamTonic allows complete remote visibility
and control over HomeAgent activity, underpins communication with and between
HomeAgents, and enables employee development - 24/7, 365 days a year.
Recruited for your unique requirements and co-managed, our HomeAgents are a true extension of your operation. They live and breathe your values, meaning they have on-brand conversations with customers each and every time.
Your brand is your biggest asset. And as your frontline staff can literally make or break your customer experience credentials, the quality of the people that represent you is paramount.
At Sensée we don’t think businesses should be restricted to hiring only local people when you can tap into a world-wide talent pool. For example, if you are in need of insurance specialists and your customer service centre is in Cardiff, your options may be limited and your ability to acquire the right talent for your brand compromised. However by tapping into the homeworking community, we are able to recruit people from any UK region.
Homeworking 2.0 from Sensée overcomes geographic restrictions to access an extensive, untapped talent pool. More choice means better people, and aligning the right talent to your customer base is the secret to great brand experiences.
Without a doubt, homeworking provides the best Disaster Recover/Business Continuity solution when the unexpected prevents your own operation from delivering service or when customer demand peaks unexpectedly.
For any business, an unexpected event can challenge the customer service experience. Whether it’s a service disruption, a natural disaster or a new promotion that drives an unforeseen volume of enquiries, it’s crucial to continue to deliver consistent and accessible customer service at all times.
Sensée enables clients to instantly tap into a workforce of highly skilled and specially trained agents without the requirement to travel into the office, and without the constraint of dedicated shifts. Our tools empower our clients to request extra help in a couple of clicks with our SMS Alert system.
This immediacy can only be delivered by Homeworking 2.0. And as our technology supports every single imaginable business process virtually while providing the highest levels of visibility, control, security, compliance, scalability and resilience, you will have complete peace of mind that we’ll pick up where you (had to) leave off.
Sensée not only provides a truly optimised workforce, we also help clients achieve agility and cost savings by remote enabling their in-house teams thanks to our unique optimisation methodologies and technology.
In addition to (or indeed instead of) in-house, offshore, and nearshore, Homeworking 2.0 is a vital part of the footprint optimisation mix. Why? Because in addition to unlocking scalability and reducing costs, it gives you strategic resourcing tools to optimise within your own operations. This helps your own centres perform better inside - through aligned teams and 9-5 shifts - and takes care of the disruptive variability outside, thanks to Sensée’s agile HomeAgent pool.
Furthermore, Sensée has systemised and virtualised the entire employee life-cycle, creating an employee-centric “ecosystem” underpinned by specialist technology, which enables and evidences employee tasks and behaviour, compliant customer interactions and events. So, in addition to providing supplementing your customer management operations with our HomeAgents, we can remote-enable your own people to work from home too, giving you the most optimised supply mix and delivering superior customer results.
Be it a need to increase or decrease office space or simply a requirement to let certain agents work from home full or part time, Sensée can optimise your footprint by enabling your own agents to use its specialist homeworking technology platform.
Sensée has built specialist technology to de-risk and manage every single homeworking business process - from recruitment and training to on-going management - to the most exacting standards of security and compliance.
We recognise that clients perceive that there are risks associated with the adoption of homeworking which is why we de-risk the entire process by assuming accountability for performance and compliance obligations.
Sensée’s processes and technology have been designed to deliver the highest levels of visibility, control and security. Our proprietary operating platform, SafeOS™, secures and audits home agent workstations and tracks and records every single employee behaviour, customer interaction and event. Thanks to automated triggers and alerts, businesses are actually even more protected than they are inside their own operations.
Finally, to be a true outsourcing partner, we know it’s vital to be able to support businesses across all their customer service activities. In addition to PCI DSS compliance, we have also secured FCA accreditation so our clients can benefit from exceptional quality agents with the confidence that Sensée has met the stringent regulations required to become FCA accredited
(and this certainly gave RAC confidence).
The powerful combination of our great HomeAgents and specialist homeworking processes and technology helps clients unlock performance by significantly improving the KPI’s that drive the best business outcomes.
Sensée unlocks significant benefits by transforming the way companies work. Our multi-channel customer management services, delivered by highly skilled home agents, give our clients unprecedented agility, higher levels of customer satisfaction, c. 30% operational cost savings, unparalleled business resilience and continuity, and corporate social responsibility benefits (carbon footprint, workforce equality opportunities).
Sensée can do this because we are Homeworking 2.0. We blend best-practice homeworking processes, an unrivalled pool of skilled and committed home-based agents, and proprietary world-class, cloud-based technology to deliver a customer experience that drives the best outcomes for your business.
Last but not least, we recognise that any change in the customer management delivery model has a level of associated risk – perceived or otherwise. That’s why we developed a comprehensive co-managed model with the client, so they are in direct control of the new delivery channel. Finally, we work closely with clients to address their concerns before assuming on-going accountability for performance commitments and compliance obligations.
Sensee named finalists in 2 categories at the 2013 European contact centre awards as ‘Outsourcer of the year’ and for ‘Outsourced relationship of the year’ in conjunction with our client Argos part of the Home Retail Group.
Sensée unlocks significant benefits by transforming the way companies work
Our multi-channel customer management services, delivered by highly skilled home agents, give our clients
unprecedented agility to respond to rapidly changing market conditions, significant operational cost
reductions and exceptionally high levels of customer satisfaction. The leading homeworking outsourcer,
Sensée employs c. 700 home agents from across the UK to serve a prestigious, international client base
that includes Argos, Aviva, Eurostar, PhotoBox, RAC and Rank Interactive.
At Sensée, we practice what we preach. It’s not just our agents that work from home, our management team and non-executive directors do too.
Average HomeAgent utilisation 91.2%
HomeAgent happiness score 88%
Homeworking pilot to full deployment success rate 100%
Systems up-time 99.999%
Meet The Team
Steve aka “Mr Homeworking” is the leading authority on performance optimisation
through homeworking. He founded Sensée in 2004 for businesses to reap the
rewards of homeworking without the headaches!
A former solicitor, Brigitte is a co-founder of Sensée and helped
pioneer the virtualisation of the entire employee life-cycle.
Today Brigitte is responsible for HR, Legal and Corporate Social
Part of the original start-up team, Rick pioneered the creation of the
‘virtual staffing’ systems that manage Sensée’s virtual home-based workforce.
Vince has over 30 years of management experience in operations and customer
service delivery for Fortune 100 corporations with international reach.
Chief Technical Officer
Chris is responsible for ensuring that Sensée’s hosted infrastructure
supports the safe and secure distribution of all mission critical business
applications to the home agent community.
Service Delivery Director
Responsible for Sensée’s client service delivery, Laurin is an
award-winning contact centre operations specialist with over 25 years’
experience in the outsourced customer service and contact centre industries.
Sales & Marketing Director
With 15 years’ experience in the recruitment outsourcing sector,
Kelly is well placed to understand client requirements when it
comes to securing the talent needed to deliver great brand experiences.
Mark is CIMA qualified and is responsible for all aspects of Sensée’s
financial matters including statutory and management accounts, budgets,
forecasts, and cash management.
The leading homeworking outsourcer, Sensée employs c. 700 home based staff to help its prestigious, international client base - including Argos, Aviva, Eurostar, PhotoBox, RAC and Rank Interactive – enjoy unprecedented business benefits from homeworking.