Sensée’s fully-employed HomeAgents handle customer contacts and back office services via phone, email and web chat for a blue chip client list that includes Argos, Aviva, PhotoBox and Rank Interactive.
Sensée’s recent expansion reflects a growing interest in contact centre homeworking. Research company Ovum’s 2014 report ‘The future of home-based agent outsourcing’ highlights homeworking as a hot trend for the years ahead, predicting that the number of home-based agents will increase from just under 84,000 to nearly 160,000 by the end of 2017.
“Organisations have long understood the potential of homeworking““the problem has been they’ve not known how to unlock that potential.”
“What’s changed in recent times is the emergence of specialist homeworking models optimised for the virtual environment. With businesses recognising that many of their standard office practices didn’t work in a virtual environment, homeworking pioneers such as Sensée have created new homeworking models where recruitment, training, management, business process, technology and other activities are optimised for the virtual environment. These models also provide higher levels of control, visibility and security when compared to standard brick and mortar operations – so much so that both FCA and PCI DSS processes can now be managed with HomeAgents.”
The impact of these new models on the contact centre homeworking industry has been dramatic – with hundreds of businesses benefitting in terms of lower costs, greater flexibility, more engaged employees, and higher productivity – and interest in homeworking growing exponentially.