Home Sourcing

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.

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