ki work homeshoring solutions 3 0
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homeshoring consultancy, HR platform for agents and teams, and outsourced operationsTRANSCRIPT
homeshoring solutions
Michael Wolff - 01667 452123 - [email protected] - www.ki-work.com
consultancy
HR platform for agents & teams
outsourced operations
what is homeshoring?
• delivering directly to at-home agents
– the right work
– at the right time
– with the right skills
– wherever they are
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what is homeshoring?
• using telephony & the Internet for – switching & data management– resource & performance management– fully converged applications– 24/7 operations– advanced security– analytics & reporting
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solutions
• insourced– own management/employees
• outsourced– third party management/employees– self-employed
• any transferable business process– contact centre (inbound/outbound)– most BPO applications– prime verticals: technology, healthcare,
tourism and travel, & insurance4
drivers & benefits
• cost savings– flexible rostering– office space, utilities, equipment– salaries for new hires– recruitments costs and churn– training costs & ramp-up time– CAPEX
• overall savings: 15 – 30%
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drivers & benefits
• improved quality, experience and reliability of agents – average age 40– years work experience 15– university degree 80%+– culturally aligned– increased agent morale
• outcomes– increased customer satisfaction
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drivers & benefits
• increased flexibility and agility– add new workers– access to a contingency workforce on-demand– shift from fixed to variable cost resourcing– business continuity– exchange rate management
• carbon savings– reduction in travel– individual carbon savings: 1 – 3 tons p.a.– CRC league table with bonus and penalties
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market penetration
• USA– both insourced & outsourced models have
passed the early stage– homeshoring agents amount to 10 – 15% of
total contact centre agents
• UK– early stage– homeshoring agents amount to 1 - 2% of total
contact centre agents
• offshoring challenged by exchange rates
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UtilitiesUtilities
FinancialFinancial
RetailRetail
Travel / LeisureTravel / Leisure
HealthcareHealthcare
Government / Non-Profit
Government / Non-Profit
established model - USA
Source: Alpine Access
UtilitiesUtilities
FinancialFinancial
RetailRetail
Travel / LeisureTravel / Leisure
HealthcareHealthcare
Government / Non-Profit
Government / Non-Profit
growing market acceptance - UK
cost savings from homeshoring
Call centre example Annual cost savings as percent of
employee costs
Cumulative annual cost savings as
percent of employee costs
Office spaceUtilities, equipment, etc.
5.1%4.4%
Total 9.5% 9.5%
Agent churn reductionTraining time reductionRamp-up time improvements
1.7%1.8%2.6%
Total 6.1% 15.6%
Productivity benefits from flexible rostering:Rostering to half-hour increment 15.9% 31.5%
11Industry reports, Exony analysis, Ki Work analysis
feasibility
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Discovery & strategic review Cost/benefit analysis
Clarify objectives of homeshoring model
Build financial models
Align goals with management team Perform gap analysis
Understand existing processes & systems
ROI analysis
Review alternative models Review carbon savings
Present recommended roadmap Present cost/benefit analysis
planning
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Planning & implementation Infrastructure & security
Prepare detailed plan IT, telecoms, office review
Assemble project team CAPEX reduction plan
Measurement criteria for planned outcomes
Systems selection and integration
Benchmarking against external & external models
Optimise home-office set-up & support
Long term management plan Review security & develop plan
execution
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Virtual recruitment & training Virtual management
Profiling for successful home-workers Understanding & overcoming the cultural barriers to change
Transition support for office-based agents to work at home
Training internal managers to manage a virtual workforce
Recruiting new agents Understanding home-worker motivations & expectations
Individual & team-based e-coaching Devising appropriate performance management & reward systems
Implementing e-learning and virtual training infrastructure
Optimising quality performance & outcomes
homeshoring solutions
Michael Wolff - 01667 452123 - [email protected] - www.ki-work.com
consultancy
HR platform for agents & teams
outsourced operations