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Sitel Work@Home Solutions: A Three-Way Win for Society, Businesses and Associates - Sitel - Blog

Sitel Work@Home Solutions: A Three-Way Win for Society, Businesses and Associates

Recent mobile technology progress has given us a spirit of freedom and an increased desire to do what we want, when we want and where we want to do it. And, while we tend to associate this digital nomad mentality with Millennials, it is gradually gaining a foothold among all generations across nearly all types of jobs.

Flexible working hours, being able to work away from the office and a better work-life balance…tele-working was first introduced in 1970 in California and has been variously relabelled as e-working, work at home or even homeshoring in the customer experience marketplace - so it is not a new model per se. But, thanks to more effective Information and Communication Technology (ICT) and more secure data, a growing number of businesses are coming around to the idea and recognizing its strategic value.

The model is spreading, mindsets are changing

Around 25 percent of the American working population now work from home, placing the phenomenon firmly in the mainstream and reflecting changes in society’s usages and the way it manages its time.

According to [1], 60 percent of Generation Y consider that they work better from home than in an office and 82 percent express greater loyalty and trust in an employer that allows for more flexible practices. Younger employees are increasingly shunning rigid work organization structures and their lack of creativity. Teleworking challenges this organization by fostering a new mindset and relationship with a company – and with work itself – that is underpinned by trust.

A win-win model                           

This new managerial culture is increasingly present in big corporations. In fact, 10 percent of Fortune 500 companies already have teleworking arrangements and FlexJobs reported an 11 percent rise in the number of e-working job offers in 2016.

In 2016, Global Workplace Analytics (GWA), international consultants in flexible working practices, reported that businesses could generate annual savings of $11,000 per associate if they allowed half of their workforce to work from home - and associates could save between $2,000 and $7,000 in transportation costs alone.

More flexible hours, shorter commutes, lower transport costs, simpler childcare arrangements, better work-life balance and enhanced productivity – the benefits of having less stressed “Work at home agents” are fairly obvious. And there are no shortage of positive results for companies either: 80 percent of employers report teleworkers are more motivated resulting in better qualified and more loyal associates coupled with lower costs, an average 22 percent rise in productivity and a 2.5 percent increase in working time [2].


The current success of e-working arrangements is being driven by changing mindsets which are redrawing spatial-temporal boundaries in the world of work and its related management models. However, this logistical and structural transformation would not be possible without technological innovation. When this model is used and applied effectively, it can be a fantastic strategic development and business performance opportunity.

Three Questions with Marcy Payne, VP, Operations, Sitel Work@Home Solutions


1. What is the strategic thinking behind Sitel’s Work@Home Solutions?

Our aim was to change the ground rules in order to achieve a better fit between the needs of businesses and those of the young associates we hope to retain into the future. We wanted to be at the cutting edge of changing practices and to keep on adapting to change. And our Work at Home mode is exactly that – a change enablement program!

2. What are the key factors that differentiate your Work at Home solution from a more traditional model?

Aside from its solution for dealing with the peak demands that brands have to contend with, Work at Home also factors in the highly specific and local – and sometimes very costly – needs of brands. Without increasing our costs, we are able to work with more loyal associates with specialized skills in terms of languages spoken, expertise and availability because we have removed the constraints linked to employment areas that continue to affect contact centers. Our agents are older, 85 percent have a college degree and 40 percent have had some management experience.

3. What are the risks that still make certain brands reluctant to work with Work at Home and how do you handle this?

While there are many advantages to the teleworking model, there is also a risk of isolation. Our Work at Home’s communication solutions seek to mitigate such risks by favoring direct, rapid and ongoing communication between the company, associates and their colleagues. We are constantly conducting surveys of e-workers and devising initiatives to keep them closely involved. For example, on a day-to-day basis, they stay in touch thanks to gamification modules and are immersed in our corporate culture via interactive communication applications such as chat, video conferencing social media platforms, etc.

Click here to learn more about Sitel’s Work@Home Solutions.

[1] International platform dedicated all types of flexible jobs

[2] Source: Working Anytime Anywhere, a research report published jointly by Eurofound and the International Labor Organisation in February 2017.


Publish Date: October 13, 2017 5:00 AM

2020 Buyers Guide Headsets

Premium Listing

Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide
PH: 800-826-4656

All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.
PH: 644 9201929

Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing
PH: 800-399-3224




Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.

JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.
PH: +44 (0)1258 820100

Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.
PH: +35924110203

Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
PH: 0086-592-7177232

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