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News : Call-centre Operator Sensée Creating 300 'Living Wage' Home-working Jobs

#contactcenterworld, @senseecareers

Belfast, Northern Ireland, Nov 25, 2020 -- British call-centre operator Sensée is creating 300 home-based jobs in Northern Ireland in a government-backed investment first reported by the Irish News in March.

Invest NI has offered nearly £1 million to Sensée, which has operated in the UK since 2005 and is a provider of home-based workers.

When in place by 2022, the jobs - a mix of agent, manager and support levels roles - will contribute around £5.8 million in additional salaries to the region's economy.

For agency workers, Sensée pays the Real Living Wage of £9.30 an hour, plus small bonuses when hitting targets for call quality.

That makes the average salary just £19,000 a year, which is well below the Northern Ireland average of £28,000.

Sensée says its investment will offer new employment opportunities for people living with disabilities as well as those from under-represented groups including women, BAME and LGBT.


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"We offer the security of full employment contracts with guaranteed hours and with the flexibility to choose workdays and times," the firm's chief operating officer Rob Smale said.

"Our home-based adviser services are also attractive to businesses in all sectors, from healthcare to financial services and retail, with the great attitude of our home-working team providing excellent customer service. It also reduces the carbon footprint and aligns with their corporate social responsibility aspirations."

Recruitment has already begun for the 300 posts (candidates can apply online), with interviews and training all completed on-line.

The jobs have been welcomed by the Stormont Executive's top brass as "a unique opportunity for those facing barriers to work as a result of location, personal or family circumstances".

First Minister Arlene Foster said: "Uniquely, these new jobs are not limited by geography and are accessible to everyone, no matter where they live."

Deputy First Minister Michelle O'Neill added: "We are committed to working together to bring about prosperity for all our people, and these jobs provide a real option for people to benefit from home working and to get in to paid work and improve their quality of life."

And Economy Minister Diane Dodds said: "As the contact centre industry experiences huge change, the home working model is gaining traction with more companies.

"As well as offering flexible working for staff, this approach benefits the environment including reduced energy use and costs. It will also open up rural communities, providing opportunities for those not able to travel to work."

#contactcenterworld, @senseecareers

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.irishnews.com


About Sensée:
Company LogoSensée helps UK organisations to improve their business performance and provide customer service. Our team of service advisors (as well as our support and management staff) are employed and work entirely from home, handling enquiries over the phone as well as via email, webchat, text and social media. Sensée’s UK-wide recruitment reach and remote employee-centric ecosystem create accessible careers for people anywhere, and sustainability for our planet and communities.... while our secure working practices ensure that we are FCA authorised as well as ISO accredited.
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Today's Tip of the Day - Don’t Over Glamorise Your Job Adverts

Read today's tip or listen to it on podcast.

Published: Thursday, November 26, 2020

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2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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