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Industry Research : Contact Centre Employees Who Homework Have a Better Work-Life-Balance

#contactcenterworld

More and more UK contact centres are turning to homeworking as they discover the huge financial and productivity benefits it can deliver according to a new survey from the UK Contact Centre Forum.

58 per cent of contact centre operators responding to the 2016 UK HomeAgent survey now employ homeworkers (or HomeAgents). 69 per cent of these organisations say that it creates happier and more productive employees, while 74 per cent say that it enables them to schedule staff more flexibly to meet expected customer contact volumes.

On the flip slide, homeworking is also delivering huge benefits to contact centre agents. 65 per cent of HomeAgents say that they have a better work-life-balance. 73 per cent say they they have no travel-to-work costs, while 68 per cent say that they have removed the time wasted travelling to work.

402 people took part in the 2016 UK HomeAgent study by completing online questionnaire surveys - making it the largest UK survey ever conducted into the state of the contact centre homeworking market from both Employer and HomeAgent perspectives. The study was sponsored by Argos, Content Guru and Plantronics.

Other key findings from the survey include:

- 78 per cent of organisations employing HomeAgents expect to increase numbers in the next 12 months

- 74 per cent of HomeAgents are aged 35 or over; 66% have over 10 years experience in customer contact roles

- 92 per cent of HomeAgents say that they are happy (at least some of the time); 72 per cent are proud to tell people where they work

- 84 per cent of organisations allow HomeAgents to work multiple shifts on a single day; 33 per cent of HomeAgents are able to work shifts of ‘up to an hour’

- 86 per cent of HomeAgents experience virtual training; 54 per cent of these think it is just as effective as office-based training

- 54 per cent of HomeAgents buy their own computing equipment; 55 per cent supply their own internet

- 77 per cent of HomeAgents meet colleagues once a month or less

"Interest in contact centre homeworking has never been higher* and our survey clearly shows why" said Trevor Butterworth, CEO of the UK Contact Centre Forum. "It is a win-win for Employers and Contact Centre Agents. Employers responding to our survey pointed to huge benefits in terms of cost savings, productivity and enhanced Employee Engagement; while the vast majority of HomeAgents are clearly happy swapping the advantages of office working for the work-life-balance benefits of homeworking".

#contactcenterworld


Today's Tip of the Day - What Type Of Relationship Do You Want?

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

Published: Wednesday, July 13, 2016

Printer Friendly Version Printer friendly version

2024 Buyers Guide Telecoms

 
1.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

2.) 
PRILINK

Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

3.) 
Scopserv Integrated Services

ScopTEL IP PBX
The ScopTel IP PBX solution is a distributed software application
that can be installed on both virtual and physical servers, thus
offering a multitude of architectural designs from premise-based
servers to a centralized data center (DC) hosted WAN
environment. The application is distributed as an ISO which
includes the customized Linux operating system

4.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
 

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