Sensée Creates Framework for Successful Homeworking

Sensée creates Strategic Framework for Successful Homeworking – Framework already being used to steer the post-lockdown homeworking strategies of leading organisations in the Financial Services, Utilities and Telecommunications sectors

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

Mark Walton, CEO of Sensée, said,

“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”

“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.”

Rob Smale, Director, Sensée, said,

“The current crisis has opened the eyes of the world to homeworking”

“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”.



Sensée helps well-known UK organisations — such as government agencies, Bupa and Allianz Partners — improve their business performance and provide brilliant customer service. Uniquely, our award-winning team of over 1300 service advisers (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.

For additional information on Sensee view their Company Profile

* The online poll was conducted amongst 156 UK contact centres in April/May 2020

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