Sensée, a leader in work-from-home services and technology, has created a Strategic Framework to assist organisations in migrating employees to homeworking, and optimising their strategies.
Delivered by Sensée’s experienced operational consultants, the Strategic Framework has six Core Pillars:
1. Selection Of Model Homeworkers
2. Workforce Flexibility and Planning
3. Data Security and Compliance
4. Employee Contracts and Policies
5. Virtual Management and Training
6. Employee Engagement and Support
“According to a recent poll*, 47 per cent of UK contact centres that implemented homeworking (for the first time) in response to the Covid-19 crisis now see it as a long term strategy” said Mark Walton, CEO of Sensée. “However, they shouldn’t underestimate the size of the task. When asked about their biggest homeworking challenge, 23 per cent of poll respondents said Pastoral Care (i.e. isolation/mental health), 22 per cent Motivation/Productivity, 17 per cent Telephony/Technology Services, 14 per cent Communication with Remote Workers, and 12 per cent Staff Management.”
“The current crisis has opened the eyes of the world to homeworking” said Rob Smale, Director, Sensée. “However, organisations are quickly discovering that the real challenge of setting up effective operations is a lot more complex than just getting people connected. The more difficult job is to optimise homeworking – not just from a technology perspective but also from a recruitment, on-boarding, management, training, scheduling and communications perspective. Our 16 years’ experience of operating contact centre homeworking has shown that all six points within the Strategic Framework need to be considered in order to manage a successful transition”.
Details of the Sensée Framework, and how Sensée’s Operational Consultants can assist your organisation create and implement a long-term homeworking strategy, can be found at https://bit.ly/2zip4Oi
* The online poll was conducted amongst 156 UK contact centres in April/May 2020
Sensée helps well-known UK organisations — such as government agencies, Bupa and Allianz — improve their business performance and provide brilliant customer service. Uniquely, our award-winning 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