20 Nov Arise Presents the Homeworking Model at CCA Conference!
Arise were excited to be asked to present at the recent CCA Global Conference at The Assembly Rooms in Edinburgh. As part of the well attended ‘Homeward Bound Research Track’ exploring the findings of the recent CCA study of HomeWorking trends in Customer Service, in association with Plantronics, Keir Greenwood (EMEA Client Results Director) presented alongside Plantronic’s Philip Vanhoutte and Serco’s Dave Rumble. Keir was able to offer a unique insight into the key benefits of homeworking, as well as some of the perceived barriers to deploying an @Home solution in business, and how Arise are working with their Clients to navigate those perceptions.
HomeWorking was mentioned frequently throughout the 2 day conference, demonstrating that the tipping point from the brave innovation of a few, to the mass adoption of the many seems a realistic and near term prospect. Whilst Plantronics highlighted the prevalence of flexible working in their own organisation, Sky’s Director of Transformation and Change confirmed that their innovative ‘One Service’ solution incorporated an element of #HomeWorking through their outsourced partners. The preceding Q&A Panel with representatives from Sky, Department of Working Pensions, Marks & Spencer and Etihad, confirmed a collective view that HomeWorking was something that the industry leaders fully expected to become mainstream in the near future, this following a direct question on the subject to the panel from the Arise EMEA Director of Strategic Sourcing, Dickon Moon. The event was hosted by BBC radio presenter Nicky Campbell, who hails from Edinburgh, and he was moved to mention that ‘#homeworking seems a constant theme throughout the conference’.
With the Homeward Bound research paper highlighting the significant benefits for employers, workers, customers and the community, it seems the future of work really is around the next corner.
CCA Press Release
UK CONTACT CENTRES ON BRINK OF
Key findings from research by Customer Contact Association and Plantronics:
- 61% of contact centres surveyed by CCA plan to increase homeworking
- 59% have either already begun homeworking, are trialling it or investigating it
- 92% cite improved flexibility as key benefit of using home-workers
- Research shows home-working can boost productivity and deliver cost savings
Nov 19, 2013 – UK businesses plan to increase the use of home workers as a flexible and cost-effective way to handle rising volume of customer service enquiries, according to new research by the Customer Contact Association (CCA) in partnership with Plantronics, a leader in audio communications equipment.
CCA, the leading independent authority on customer contact operations and strategy, conducted a survey on homeworking trends among its members which include many of Britain’s biggest companies across a wide range of industry sectors as well as major public sector employers.
The survey found that 59% of respondents have either already begun to use home-workers, are currently running trials or are investigating the potential to adopt homeworking in future. It also revealed that 61% of the organisations already using home workers plan to increase their home-working activities in future.
CCA Chief Executive Anne Marie Forsyth said: “We are on the brink of a homeworking revolution in customer contact as an increasing proportion of the UK’s biggest businesses have begun using home-workers to achieve greater operational flexibility and reduce costs. We detect a shift in mindsets, partly caused by the difficult economic climate which has forced businesses to find innovative ways do more with less. It has led to a growing appreciation of homeworking as a flexible solution for coping with mobile and demanding customers making contact 24/7 across more channels than ever.”
Philip Vanhoutte, Senior VP and Managing Director E&A for Plantronics said: “For years contact centre leaders regarded homeworking as very marginal – the research shows that is no longer the case. Technology solutions have addressed data security concerns and successful pilots have shown the wide range of benefits that home-working can deliver not just to the bottom line but for individuals seeking a better work-life balance, for rural communities seeking employment opportunities, and also for the environment and the economy. Plantronics has experienced these benefits first-hand in our own award-winning contact centre.”
The report, which includes case studies of successful homeworking operations, found that the average home worker is older, better-educated and possesses broader life skills and experience than the average contact centre worker, widening the recruitment talent pool.
It found that businesses have successfully used home-workers to extend service hours, to scale up quickly in peak periods and to ensure business continuity when there are IT outages in centralised customer contact operations.