| We recognise that one of the major
frustrations that a contact centre manager has to deal with on a
daily basis is the recruitment and retention of professional contact
centre agents. Wherever you have chosen to site your contact centre
so too is your catchment area defined. You will only attract staff
in that locale and the ease with which you can do this will depend
upon the local infrastructure, competition for employment, the nature
of the work you are offering and your reputation as an employer.
But what if you didn't have these geographical constraints?
What if you could employ people who wouldn't otherwise entertain
working in a contact centre?
And what if you could do that without having to accommodate them
at a cost of £5-9k per annum (£13k in London )?
We can help you overcome these problems by delivering to you "Home
Sourcing" a network of infrastructure and people for you to direct
as you would your centre based staff. The benefits are obvious and
significant:
- Better ability to penetrate the local labour pool
- Ability to expand recruitment beyond the local centre's catchment
area
- Ability to attract experienced highly professional contact centre
staff that would otherwise be unavailable to the industry
- Avoid the risk of entering into long-term leases and fixed contracts
- No need to make long-term decisions on additional property
- Provides a viable alternative to traditional outsourcing that
could be deemed too risky and may undermine brand values
- Potential to save up to £9,000 per agent per year
- Improve the quality, performance and retention of your agents
- Likely to dramatically reduced churn rates
What is a Home Sourced Network (HSN)?
It is a turn-key solution in which we use our expertise to deliver
and own the resource (people and infrastructure) for you to direct.
That way, you get the very obvious benefits to be derived from home
agents whilst avoiding the two key problem areas where organisations
typically fail, managing remote people and IT.
The concept of home agents started in the USA and is now recognised
as a major contributor to overall contact centre operations management.
Unlike home working, a concept that has been around and discussed
for a number of years, home agents are selected and sub-contracted
through a third-party, such as ourselves, on short to medium term
contracts. The selection process is carefully undertaken, paying
special attention to the characteristics necessary for a home agent.
The agents themselves view this as a "career decision", they are
typically older and more mature than their office-based colleagues
and they consider themselves to be "professionals" in their own
right.
According to an April 2002 survey of contact centre executives
conducted by software provider Wideforce Systems Inc., 77% of contact
centre managers reported less than 20% annual employee turnover
when using remote agents compared with rates of anything between
50% - 300% in the worst case scenarios. HSN also tends to deliver
significantly improved productivity compared with in-house agents
and an estimated £5,000-9,000 per annum saving per workstation
on property costs.
We provide a total Home Sourcing solution including:
- Recruiting, training and contracting all agents
- Providing all the necessary home based technology and support
thereof
- Providing a seamless interface into the contact centre's infrastructure
This is provided for a simple "per hour" fee that allows a business
to overcome its agent capacity problems at a known cost.
Service Briefings
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