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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.

"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 - Outsourcing Service Agreements

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

Published: Thursday, November 26, 2020

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2021 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
PH: 508-862-8600

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
PH: +1-773-325-0608

3.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390
 

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