As a CEO in this time of discretionary spending, how do you increase revenues and reach out to your customers while keeping costs down? There are a lot of options and paths to follow. Let’s explore one scenario where, recently, a TELUS client determined that they needed to get in touch with their customer base. They didn’t have the infrastructure or human resources for an outbound campaign nor the physical space to temporarily house them. They were looking at options whereby they didn’t have to invest in bricks and mortar and wouldn’t have to manage the work force either to achieve their goals.
The client brought the opportunity to TELUS to see how we would address their issues. After a few days of brainstorming, the TELUS Advisory Services team came up with an innovative solution for the client. It was agreed that TELUS would
To achieve the first goal, TELUS employed their hosted call centre platform which allows contact centre staff to manage customer calls, e-mails, voice-mails, web call backs and web chat sessions from any location in Canada. The only requirements the staff had to comply with were to have a telephone, Internet connection and a PC with a browser.
To hire the right remote workers or “home-based contract-agents”, TELUS ensured they had the right processes in place to meet the customer’s requirements. Paramount in making this initiative a success, TELUS developed a solid screening process; a sound contract; a remote certification capability; and a subject matter training program. To conduct the remote recruitment process, TELUS Advisory Services used an online portal to assess all qualified remote agents and to review critical information, specifically each candidate’s e-resume and voice recording for assessment. Once the candidate passed the screening test, a remote work contract was established to create payment rates, track interaction usage and ensure timely and accurate payment to these remote resources. This was followed by a skill assessment or remote agent certification - a process that ensured agents had the necessary skills, environment
and equipment to work on-line remotely. Finally, the successful candidates went through remote training, a process of on-line, multi-media learning to qualify agents on call transactions.
The home-based contract agent gave TELUS a whole new dimension on agent staffing. It gave our client a new precision for the campaign – agents were hired for very specific transactions and work periods, and paid only for completed transactions. It gave them a new simplicity – no employees, no unions and no outsourcers. It offered a new flexibility – inherently more flexible agents and significantly more flexible schedules delivering real time staffing. It gave the client a new managed relationship with motivated business contractors working under performance based agreements.
TELUS Advisory Services team managed this 10 month contract and worked to create a high performing, 100% home-based Canadian team. This is a new era in home shoring. When trying to create an outbound marketing campaign now-a-days, companies have to leave it on the back burner or take a hit on service excellence. In many circumstances, there are either not enough human resources to deliver the campaign, and/or no budget available to hire the part-time workers needed to get the job done. In these situations, creating a “green” home shoring solution allows businesses to move forward with their campaign and creates jobs in the company’s own marketplace – a win-win for all. This same green staffing solution can work for companies faced with increasing interaction volumes or limitations on hiring or laying-off of seasonal personnel. If a business experiences a sharp increase in market share without an increase in the size of their contact centre, this productive, cost efficient solution makes financial sense.
At the end of the term, our client contacted their entire customer base without expanding their operations or creating a brick and mortar contact centre. The client’s internal resources were productively used on other key projects that needed to be completed in the same time span. The home-based contract agent centre fully managed by TELUS delivered exceptional call quality and strengthened the client’s image and brand in their market place. In our client’s words, the campaign was “a phenomenal success”, one that would not have been achieved without TELUS Advisory Services. TELUS and our client are looking forward to partnering again on another campaign.
Publish Date: November 19, 2009 1:21 PM