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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%)
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 bill@drivasolutions.com