Sensee launches call centre home working consultancy service
Sensée, the first company in the UK to provide home workers for call centres, has launched a new consultancy service for call centres contemplating DIY home working.
At the same time, Sensée is making available its new proprietary recruitment and training solution to consultancy clients so they can fast-track staffing.
According to chief executive officer at Sensée, Steve Mosser: “With our experience of call centre home working provision and remote agent systems, we can save call centres from the many pitfalls they are likely to encounter in attempting to set up a home-working solution. Call centres underestimate the challenges of home working, which require organisations to reinvent the call centre model and the way people work together and interact.
“Our new consultancy division will provide expert home-working consultancy and support, tailored to each call centres’ operational needs. Besides helping avoid the pitfalls, our consultancy will also provide a fast track solution for call centres so they can more quickly achieve the potential cost reductions of up to 40 per cent.
“To assist DIY home working set-up, Sensée is also making its proprietary web-based staffing solution, ASSeTS (Automated Skills Sourcing and e-Training System), available to call centre clients.
“The processes, the systems, the agent profile and the management style required for home working are fundamentally different from the traditional bricks and mortar environment. Our consultancy division can ensure that call centres adopting a DIY home working approach do not fail in their endeavours.”
While the benefits of home working are now well proven, a recent report by the Gartner Group revealed 60 per cent of organisations that have tried home working have not been successful. Furthermore, those who do succeed generally have limited success, with long returns on investment and smaller savings than projected. Sensée’s new consultancy division aims to assist call centres in overcoming the hurdles to success.
