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Richard Kenny, Contact Centre Segment Manager
The state of home working, 2013
• 75 participants from UK & Ireland
• Surveyed in June 2013
• Supplemented by meeting with key CCA
members to derive interpretation
• These slides are a snapshot of key results
• Added interpretation from different angles
and industry sources
Survey details
Main Benefits - Results
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
100.0%
Improvedflexibilityfor
ourworkforce
Improvedflexibilityfor
resourcingour
customerservice
Costreduction
Reducedabsence
rates
Opportunitytoattract
adifferent/widerskill
set
Improvedservice
levels
Improvedemployee
engagement/satisfacti
onlevels
Reducedcarbon
footprint
What do you think are the main BENEFITS of implementing
home-working for your organisation? (Please select as many as
you think are relevant.)
• Lots of benefits!
• All highly scored
• Flexibility is the key benefit
–Micro-shifts
–Split shifts
–Zero commute time
• Disaster recovery?
Main Benefits - Interpretation
How are Cost Reductions Achieved
*At Home Customer Contacts
• If home working takes away the limits on where your staff are, can
you route calls to an advisor who lives somewhere in the area of
customer?
• Geographic matching
• If home working changes the age & type of person you recruit, can
you route calls to an advisor of a similar demographic?
• Demographic matching
Questions
Main Barriers - Results
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
Lackofcontrolover
individualemployees
Morechallengingtohave
goodemployee
engagement
Morechallengingfor
individualstohavecareer
progression/individual…
Coachingwouldbetoo
difficultandnotso
effective
Lackoftrust
Disciplineofstaff
Compliance&regulation
Challengesresupporting
andpromotingcompany
culture
Technology
restraints/issues
Security
Concernsoverhealth&
safety
Relianceonconnectivity
iebroadbandinternet
connection/phone…
Concernsrelatedto
acoustics/background
noise
What do you think are the main BARRIERS of implementing home-
working for your organisation? (Please select as many as you think are
relevant.)
• Connectivity/technology
– Perception or reality?
• Security & Compliance
– % of fraud within home working is the
same as or lower than in-house
– 42% of companies reporting fraud
actually lower than in house
• H&S not a high priority?
– Initially the main concern for companies
investigating home working
– Companies transition once they
establish a position
Main Barriers - Interpretation
What is the scale of homeworking - results
Do you currently have customer service staff working from
home?
Yes
No
Trialling at the moment
Investigating
Planning to implement within
the next 6-12 months
• 59% have implemented, or are
trialling/investigating or
planning home working
• 61% plan to increase this
number
• Almost all are <20%
– Expansion
– Trial
• Very quick transition from trial
to implement
– Once trust established
– Once companies establish that
it works
What is the scale of home working - interpretation
Technology Choice - Results
14.8%
40.7%
44.4%
What do you use for telephony for your home-
workers?
Analogue line with
phone
PC-based soft-phone
(connected through
broadband)
IP/TDM desk-phone
(connected through
broadband)
• Does not immediately tie in with Q2
where technology was cited as main
barrier
• For those who are implementing,
broadband is a reliable option
• Companies copying in-house
technology for at home advisors
• Do not want expense of putting
phone line in?
• Do not want to tie up advisor phone
line?
Technology Choice - Interpretation
Equipment responsibility - Results
81.5%
18.5%
Who is responsible for providing hardware such as
phones, computers and headsets for your home-workers?
The company provides the full
set of hardware for our home-
workers
Our home-workers provide
their own hardware to a
certain specification as
agreed by the organisation
• Equipment responsibility was initially a big barrier to home working
adoption
• Companies now taking responsibility for all aspects of at home advisor
equipment
• Again, copying in house architecture out to home workers
Equipment Responsibility - Interpretation
• Employment status
– 58% have a mix of full time and part-time
– No one model of employment is
dominant
• Anyone at home?
– 43% planning mixed model of some
working at home, some in-house
• Training & Coaching
– Over 50% train in-house
• Is it cloudy?
– Approx 11% use cloud based software,
50% use thin client
Selected other results
Global airline, 2 year
study, 50% of US
workforce
10% increase in calls per hour
12% increase in revenue per
hour
Reduced CC budget by 15-20%
Work from home case study*
*At Home Customer Contacts
• Joint benefits of environment and person
• A new environment
– Background noise cited as significant
dissatisfaction
– Home is a much quieter environment
• Recruiting a new demographic
– Average age in-house – 23
– Average age at home – 38
– Average education in-house – 30% have
college level education
– Average education at home – 80% have
college level education
Why home working works
Why home working works
• Significantly increased
employee satisfaction
• Some increase in customer
satisfaction
• It depends…
• …What are your priorities or challenges?
• There isn’t one model that works for
everyone
• Increase flexibility or extend availability
– Mix part-time & full-time, at home & in
office
• Decrease cost
– Close and sell your building & send everyone
home!
• Increase employee satisfaction &
retention
– Employee advisors directly
What is the right model for you?
• Twitter
– @contactcentred
– #athomecctr
• Slideshare
– http://www.slideshare.net/plantronicsea
• Blog for interpretation
– http://blogcentral.plantronics.com/contact-
centered/
Contact Us
Simply Smarter Communications®

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CCA Home Working Webinar

  • 1. Richard Kenny, Contact Centre Segment Manager The state of home working, 2013
  • 2. • 75 participants from UK & Ireland • Surveyed in June 2013 • Supplemented by meeting with key CCA members to derive interpretation • These slides are a snapshot of key results • Added interpretation from different angles and industry sources Survey details
  • 3. Main Benefits - Results 0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% 80.0% 90.0% 100.0% Improvedflexibilityfor ourworkforce Improvedflexibilityfor resourcingour customerservice Costreduction Reducedabsence rates Opportunitytoattract adifferent/widerskill set Improvedservice levels Improvedemployee engagement/satisfacti onlevels Reducedcarbon footprint What do you think are the main BENEFITS of implementing home-working for your organisation? (Please select as many as you think are relevant.)
  • 4. • Lots of benefits! • All highly scored • Flexibility is the key benefit –Micro-shifts –Split shifts –Zero commute time • Disaster recovery? Main Benefits - Interpretation
  • 5. How are Cost Reductions Achieved *At Home Customer Contacts
  • 6. • If home working takes away the limits on where your staff are, can you route calls to an advisor who lives somewhere in the area of customer? • Geographic matching • If home working changes the age & type of person you recruit, can you route calls to an advisor of a similar demographic? • Demographic matching Questions
  • 7. Main Barriers - Results 0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% Lackofcontrolover individualemployees Morechallengingtohave goodemployee engagement Morechallengingfor individualstohavecareer progression/individual… Coachingwouldbetoo difficultandnotso effective Lackoftrust Disciplineofstaff Compliance&regulation Challengesresupporting andpromotingcompany culture Technology restraints/issues Security Concernsoverhealth& safety Relianceonconnectivity iebroadbandinternet connection/phone… Concernsrelatedto acoustics/background noise What do you think are the main BARRIERS of implementing home- working for your organisation? (Please select as many as you think are relevant.)
  • 8. • Connectivity/technology – Perception or reality? • Security & Compliance – % of fraud within home working is the same as or lower than in-house – 42% of companies reporting fraud actually lower than in house • H&S not a high priority? – Initially the main concern for companies investigating home working – Companies transition once they establish a position Main Barriers - Interpretation
  • 9. What is the scale of homeworking - results Do you currently have customer service staff working from home? Yes No Trialling at the moment Investigating Planning to implement within the next 6-12 months
  • 10. • 59% have implemented, or are trialling/investigating or planning home working • 61% plan to increase this number • Almost all are <20% – Expansion – Trial • Very quick transition from trial to implement – Once trust established – Once companies establish that it works What is the scale of home working - interpretation
  • 11. Technology Choice - Results 14.8% 40.7% 44.4% What do you use for telephony for your home- workers? Analogue line with phone PC-based soft-phone (connected through broadband) IP/TDM desk-phone (connected through broadband)
  • 12. • Does not immediately tie in with Q2 where technology was cited as main barrier • For those who are implementing, broadband is a reliable option • Companies copying in-house technology for at home advisors • Do not want expense of putting phone line in? • Do not want to tie up advisor phone line? Technology Choice - Interpretation
  • 13. Equipment responsibility - Results 81.5% 18.5% Who is responsible for providing hardware such as phones, computers and headsets for your home-workers? The company provides the full set of hardware for our home- workers Our home-workers provide their own hardware to a certain specification as agreed by the organisation
  • 14. • Equipment responsibility was initially a big barrier to home working adoption • Companies now taking responsibility for all aspects of at home advisor equipment • Again, copying in house architecture out to home workers Equipment Responsibility - Interpretation
  • 15. • Employment status – 58% have a mix of full time and part-time – No one model of employment is dominant • Anyone at home? – 43% planning mixed model of some working at home, some in-house • Training & Coaching – Over 50% train in-house • Is it cloudy? – Approx 11% use cloud based software, 50% use thin client Selected other results
  • 16. Global airline, 2 year study, 50% of US workforce 10% increase in calls per hour 12% increase in revenue per hour Reduced CC budget by 15-20% Work from home case study* *At Home Customer Contacts
  • 17. • Joint benefits of environment and person • A new environment – Background noise cited as significant dissatisfaction – Home is a much quieter environment • Recruiting a new demographic – Average age in-house – 23 – Average age at home – 38 – Average education in-house – 30% have college level education – Average education at home – 80% have college level education Why home working works
  • 18. Why home working works • Significantly increased employee satisfaction • Some increase in customer satisfaction
  • 19. • It depends… • …What are your priorities or challenges? • There isn’t one model that works for everyone • Increase flexibility or extend availability – Mix part-time & full-time, at home & in office • Decrease cost – Close and sell your building & send everyone home! • Increase employee satisfaction & retention – Employee advisors directly What is the right model for you?
  • 20. • Twitter – @contactcentred – #athomecctr • Slideshare – http://www.slideshare.net/plantronicsea • Blog for interpretation – http://blogcentral.plantronics.com/contact- centered/ Contact Us

Notas do Editor

  1. We wanted to look at the impact of environment on customer service performance. We chose a home working case study to show a clean transition to new, non traditional CC environment, and to show the impact of this new environment. Home working in European contact centres hasn&apos;t been around long enough to really study the impacts on customer service, hence aUS case study is usedSnapshots from other trials to show impacts are wider than efficiency:10% increase in customer satisfaction across many measures, a markedly improved employee retention