Sensée has won an Innovation and Transformation Award for ‘Engaged Homeworking’ at the 2021 Forum Awards.
The company also received a Highly Commended Partnership Award for its groundbreaking homeworking partnership with Bupa at the gala awards evening on Friday 23rd April.
The Innovation and Transformation Award recognized the transformational impact that Sensée’s LiveDesk and TeamTonic homeworking solutions have had on Sensée’s contact centre outsourcing operation, as well as on the customer contact operations of clients including Ageas, Utility Warehouse and Bupa.
LiveDesk Digital Workplaces unify people, wherever they are, so that they are on the same work mission. LiveDesk provides macro-collaboration and communication tools so people are highly engaged, well supported and continuously informed.
TeamTonic is a self-rostering scheduler that empowers @home staff to schedule work around their home lives and obligations. By keeping clear of home life–work disruptions, people are free from conflicting shift anxiety while employers can be confident that advisors are focused, productive and adhering to schedules.
Sensée’s partnership with Bupa started with a simple homeworking pilot in 2014 and has grown into a comprehensive and multifaceted outsourced service that today involves 180 contact centre advisors.
Sensée advisors not only provide high-quality service but handle customer contacts very cost effectively – with highly efficient HomeAgent scheduling key to the cost savings generated.
Homeworking lessons learnt through the partnership were instrumental in Bupa making a swift and highly effective transition to homeworking within its own operations at the start of lockdown.
The Awards event was organized and operated by the Forum, a professional community for best practice and professional development in customer operations. The Forum comprises four separate forums for: Planning & Resourcing, Analytics & Insight, Customer Experience, and Strategy & Leadership.
Other winners at the 2021 Forum Awards included North Yorkshire County Council, Hoist Finance, Serco, Capita, Loop, NHS Business Authority, Click Mechanic, Lloyds Banking Group, Domestic & General,
“Well done to the Forum for putting on a fantastic and highly entertaining event,” said Mark Walton, CEO, Sensée.
“We are very proud of the hard work and dedication of our homeworking teams during the lockdown period and delighted that their achievements have been recognized with these Awards.”
“Over the past year, many organizations have introduced working from home, without embedding homeworking. Sensée has demonstrated how homeworking is done, both sustainably and at a high level of performance, engaging employees and driving operational insight,” said Phil Anderson, a director at the Forum.