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.
"Very informative and certainly given me food for thought."
Julie Collins — Head of Telephony Operations
"Transparent, detailed, very real and proves how close to ops the group who led the session were."
Emma Dark — Customer Service Director
"Very valuable and thought provoking."
Craig Coutts — Head of Planning
"Very informative and innovative. Well presented and a great way of working."
Laura Bass — Business Analyst CDIO Digital Services
"It’s been really useful in helping me to understand the pros, cons, risks and opportunities for homeworking which in turn will help inform our strategic agenda."
Darren Plimley — Head of Site Operations
"Good balance of homeworking challenges / opportunities in general and Sensée services."
Kathryn Hand — Customer Service and Operations Manager, Marks and Spencer
"We had already introduced Homeworking and Sensée’s workshop and benchmarking model really helped us to refine and develop our homeworking customer service operation, increasing the many benefits we were deriving with our homeworking team."
Anthony Heywood — Avios Head of Planning and Operations
"Very useful, great opportunity to share questions and concerns with others. Lots of great insight."
Paul Allen — Planning and Delivery Manager
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.
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.
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.
Why bother with homeworking anyway? Discussion and examples of how other businesses have benefited including:
Improving service and sales
Dealing with volatility and increasing flexibility
Improving disaster recovery and business continuity
Increasing corporate social responsibility (CSR)
Learn how to use our Homeworking Benchmark Tool to optimise all parts of your current, or planned, homeworking operation.
Due to coronavirus, we’ll now be running the workshops as 2 hour interactive webseminars. Drop us a line at firstname.lastname@example.org if you’d like to know more.
The seminars will be free for you to join in. You’ll just need to register before the event so we can make sure there are enough places on our interactive webinar system.
The interactive webseminar will be 2 hours, with a 15 minute rest and refreshment break in the middle.
We’re happy to orgainse private sessions so that you and your team can openly discuss priorities and challenges etc. Drop us a line at email@example.com if you’d like to know more.
We help leading UK brands — including Bupa, Allianz, Northumbrian Water, SSE and L&G — 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.
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.
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.