How to Make Homeworking Work in Your Contact Centre


A picture of a person working from home

Mark Walton, CEO at Sensée, a 100% homeworking operation, shares some key advice regarding contact centre homeworking.

Gearing up for Homeworking

Every business across the UK has been significantly impacted by the coronavirus outbreak, and with the government’s recent advice that people, where possible, should start working from home, we have seen makeshift offices spring up in dining rooms, bedrooms and studies throughout the UK.

Many have got up and running quickly, working over VPNs and communicating via mobile and video conference calls with their colleagues and customers.

It is not as simple as that, of course – businesses need to think about issues like team management, scheduling, security and IT support.

Yet many organisations will find the benefits of homeworking around flexibility and scalability are compelling, even while the circumstances in which they made the move were serious and concerning.

Many businesses have considered homeworking – and been attracted by the benefits – but largely put it on the back burner.  The current crisis has accelerated those moves immensely, however, with thousands of companies seeking out practical and easy-to-implement solutions, as well as practical tips and advice.

Finding the Right Answer in a Crisis and in Calmer Times

When you shift the conversation away from organisations in general and onto contact centre operations, our area of specialisation, the range of potential benefits is arguably even more compelling. Social distancing is an issue in a packed office with tens or hundreds of contact centre agents – not so in a home environment.

When it comes to the COVID-19 crisis, like most companies, we have colleagues who have been affected. Given our homeworking environment, though, our levels of absence are less than the average business, and interest in our homeworking solutions is higher than ever.

The last few weeks have been extremely busy as we ramp up our outsourcing operation to support both existing and new clients, bringing on hundreds of new advisors as we do so.

Keeping our clients’ customer contact operations up and running at times of crisis is helping them reassure their customers that it is ‘business as usual’, as well as enabling them to deal with peaks in demand and keep customers informed and updated with relevant information.

Homeworking is also great for employee engagement. It is a flexible approach that can offer staff a better work–life balance, enabling them to fit their hours around existing commitments such as the school run or caring for an elderly parent.

Homeworking also opens up opportunities for people who can’t access the normal office.  18% of the Sensée workforce are people who live with a disability, with a further 8% carers to people with special needs.

Overall, Trends Are Very Positive

Moving a contact centre operation to a home environment isn’t easy, however, and needs to be carefully planned in order for businesses to fully reap the rewards.  Recruiting, managing and training staff all need to be carefully handled with a ‘virtual mindset’.

The technology used will also be critically important.

At Sensée we use Enghouse Interactive’s Contact Centre Service Provider (CCSP) as a key solution to manage our multichannel customer contact operation.  It offers a true cloud-based contact centre capability which gives our clients the flexibility they need to run an agile business.

The solution also dovetails and integrates well with our other solutions, such as planning, scheduling and forecasting, so that we can get a complete picture of what is happening within the business.

So in summary, homeworking is very much at the forefront of business minds due to the current coronavirus crisis, with organisations looking for practical solutions that ensure business can continue smoothly.

Sensée is seeing a large growth in interest from businesses demanding contact centre homeworking solutions that deliver full visibility, control, engagement, information security and scalability – and that can also fully support an engaged and flexible workforce.

These are difficult and trying times when, for many businesses, homeworking is the only option.  However, we expect the current spark of interest and engagement in the approach to continue long into the future.

This blog post has been re-published by kind permission of Enghouse Interactive – View the original post

To find out more about Enghouse Interactive, visit their website.

About the author

Enghouse Interactive Enghouse Interactive delivers technology and expertise to help bring your customers closer to your business through its wide range of customer contact solutions. The unique approach of one size does not fit all approach offers choice, flexibility and scalability in deployment, size, complexity and integration to ensure successful and effortless customer interactions whatever your budget. The integrated suite of solutions includes multi-channel contact centre both inbound and outbound communications, self-service, operator consoles, quality management and advance integration enables organisations with minimal effort increase revenues, reduce costs, improve call handling and retain customers.

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Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Published On: 6th Apr 2020 - Last modified: 7th Apr 2020
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