Work at home will this hot trend work for our operations
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Work At Home: Will this hot trend work for our operations?. Bill Price President Driva Solutions Co-Founder LimeBridge Global Alliance, Chair Global Operations Council HDNW Seattle 17 January 2007. My work at home experience. MCI ’90s – studied attempts to move agents at home

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Work at home will this hot trend work for our operations

Work At Home:Will this hot trend work for our operations?

Bill Price President Driva Solutions

Co-Founder LimeBridge Global Alliance, Chair Global Operations Council

HDNW Seattle 17 January 2007


My work at home experience

My work at home experience

  • MCI ’90s – studied attempts to move agents at home

  • Amazon ’99-01 – built Seattle telecommuters to 125; WTO

  • Driva Solutions ’01- – supported numerous clients moving agents to homes; authored articles (e.g. “A Double-Win”), addressed conferences like HDP 2006 San Antonio

  • Global Operations Council (GOC) ’02 - – chairing 29 leading US-based companies sharing “best practices and worst experiences”, many with agents at home

  • Driva Automation ’06- -- building industry’s 1st database of contact center tech vendors + 3rd-party outsourcing firms, 5 of which specialize with their agents at home

  • Today, I work from home, finally!


Agenda this afternoon work at home will this hot trend work for our operations

Agenda this afternoonWork At Home – Will this hot trend work for our operations?

  • Work at home costs and other advantages

  • Risks with mitigation

  • How to pitch work at home in your company


What are your desired takeaways

What are your desired takeaways?

  • __ Answers for my CEO who keeps talking about work at home

  • __ I do work from home now

  • __ I want to work from home

  • __ Had to get out of the office/home after all of this crazy weather

    OR . . .


What are your desired takeaways1

What are your desired takeaways?

  • __ It’s getting too expensive to add more space

  • __ My techs don’t want to commute as much anymore

  • __ We need to cover more time zones


Work at home factoids

Work at home factoids

  • Jet Blue = “poster child” with all ~1200 reservation agents at home

  • Many others moving part of workforce at home including IT help desks, roadside assistance, nursing assistance

  • Yankee Group, 8/05: 350 U.S. and Canadian call centers found that 24% of agents (672,000 workers) now based in their homes

  • IDC: growth of home agents to increase 24% each year from 2006 through 2010

  • Gartner: 70 to 80% of home-based agents have college degrees, compared with 30 to 40% of workers in call centers; mostly older than the average call center employee, often with management experience

  • Booz Allen Hamilton: 10% annual attrition vs. 50% call center agents

  • ITAC: $25K real estate savings for each work at home agent

  • Herman Trend Alert: Americans average 100 hours/year commuting, > vacations’ 80 hours/year


1 contact center cost index north american brick mortar operations

1. Contact center cost indexNorth American brick & mortar operations

10% amortized ACD, IP servers, desktop PCs; licenses

10% buildings and buildout

10% telco access/egress, IP, routing/re-routing

70% agents, supervisors, management, support staff, executives, dedicated/virtual teams in IT/legal/other functions; base, benefits, bonuses; hiring, training,

replacement hiring & training


1 contact center cost index north american brick mortar vs work at home

1. Contact center cost indexNorth American brick & mortar vs. work at home

=

80

-90%

10%, flat – same systems

1% vs. 10% -- space only

for core management

12% vs. 10% -- telecom will

come down with VoIP

52% vs. 70% -- reduced

attrition, higher ratios

team leaders/techs, more

quality efforts

+20%

-26%


1 other advantages for work at home

1. Other advantages for work at home

  • Greater focus, fewer distractions from cube-mates or classroom training sessions

  • Deliver solutions "through rain, snow, sleet, or hail, and the gloom of night“

  • Higher levels of productivity (proven +10%)

  • Reduced absenteeism (but not zero!)

  • Greater coverage by team leaders (typically 24-30:1 vs. 15-18:1)

  • Greater satisfaction, translated (often) into higher quality

  • Access (re)new(ed) work force, e.g. Moms or Dads at home, handicapped, displaced call center agents

  • Reduced turnover or attrition (some cases -80%)


2 risks and mitigations

2. Risks and mitigations


3 how to pitch work at home in your company

3. How to pitch work at home in your company

  • Create 3-phase plan (see next pages)

  • Harness IT, Finance, HR

  • Emphasize “fit” with trends, employee preferences, flexibility and other benefits

  • Check the plan

  • Test with “best agents” (as reward, to seed early wins)


3 phase i assessment

3. Phase I: Assessment

  • Define objectives and conduct needs analysis

  • Prepare winning business case

  • Perform detailed process mapping, systems review and costing

  • Identify and implement improvement opportunities

  • Determine outsourcing feasibility and approach

  • Create requirements document in preparation for RFX, if appropriate


3 phase ii implement work at home program

3. Phase II: Implement work at home program

  • Assign full-time PM (project manager), and possible outside consulting assistance

  • Complete outsourcing RFP if appropriate OR

  • Profile 1st wave of agents for home (3rd-party tools/advice), new team leader and training roles, real time metrics/reporting

  • Prepare online training, remote monitoring, KB, streaming news, alerts, etc

  • Conduct home office inspections

  • Start the program


3 phase iii adjust work at home program

3. Phase III: Adjust work at home program

  • Coordinate implementation of detailed transition plan across all departments (esp. HR, IT/telecom)

  • After 30 days and 90 days, conduct performance satisfaction review with agents + via c-sat surveys

  • Assess progress real-time, daily, weekly, monthly, and quarterly with tight metrics

  • Effect needed changes including bring-backs, growing, changing scope/deal/roles

  • Celebrate early successes!


Agenda this morning work at home will this hot trend work for my operations

Agenda this morningWork At Home – Will this hot trend work for my operations?

  • Work at home costs (-20%, maybe better) and other advantages (increased quality, agent satisfaction)

  • Risks with mitigation (re distraction, knowledge access)

  • How to pitch work at home in your company (3-phase plan + close cooperation)


Thank you

Thank you!

Bill Price, Founder/President Driva Solutions

Co-founder LimeBridge Global Alliance

Chair Global Operations Council

Bellevue, Washington USA 1-206-321-0841 [email protected]


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