Going Green
                                                    with
                                                     ...
About Today’s Webinar
                                • How corporations can “go green” by leveraging a
                  ...
About Today’s Presenter
                              Sally Hurley
                              President, VIPdesk

     ...
About VIPdesk

                                    VIPdesk is the leading provider of virtual
                            ...
Home-based Outgrowing Traditional Market
                                                                                 ...
Who is Using Virtual Call Centers?




Confidential- Proprietary VIPdesk Information
VIPdesk Virtual Contact Center Plan™ ...
Explosive Growth in Virtual Call Centers
                                   Off-shoring Results:
                         ...
Why Companies Have Green Initiatives

                                 • “Green” is core to many brands
                  ...
Why Companies are Going Virtual to Go Green
                                       How a virtual contact center supports
 ...
Virtual Call Centers: Collective Gas Savings
                                   A call center that employs 100 CSR is resp...
Virtual Call Centers: Agent Gas Savings

                                 • The average virtual call center agent saves
  ...
Virtual Call Centers: Pollution Prevention
                               • F
                                 Four major ...
Virtual Call Centers: Energy Savings

                                 • The average office building consumes
            ...
Benefits of a Virtual Call Center
                                Corporations
                                C      ti  ...
Benefits of a Virtual Call Center
                                 Improved Performance

                                 ...
Benefits of a Virtual Workforce

                                                                                  Screene...
Implementing a Virtual Call Center
                                 Infrastructure and System Considerations:
            ...
Implementing a Virtual Call Center
                                   Management Considerations:

                        ...
Implementing a Virtual Call Center
                                 Key Cost Considerations:
                             ...
VIPdesk Case Study – Catalog Retailer
                                     Virtual call center model enabled client to tra...
Additional Research

                                 • Read VIPdesk’s case study featured in, “Going
                    ...
Questions?

                                 • Submit your questions now using the
                                   “Que...
Website: http://www.vipdesk.com


Twitter: http://www.twitter.com/vipdesk


Facebook: http://www.facebook.com/vipdesk


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Going Green with Virtual Call Centers Sally Hurley VIPdesk

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How corporations can “go green” by leveraging a virtual workforce:
Environmental benefits of virtual call centers
Benefits for the home-based workforce
Implementing a virtual call center
Managing a virtual team
Virtual call centers: better for the bottom line
Case study

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Going Green with Virtual Call Centers Sally Hurley VIPdesk

  1. 1. Going Green with ith Virtual Call Centers Sally Hurley President, VIPdesk shurley@vipdesk.com 703.837.3518 Confidential- Proprietary VIPdesk Information VIPdesk Virtual Contact Center Plan™ 1
  2. 2. About Today’s Webinar • How corporations can “go green” by leveraging a virtual workforce • E i Environmental b l benefits of virtual call centers fi f i l ll • Benefits for the home-based workforce • Implementing a virtual call center • Managing a virtual team • Virtual call centers: better for the bottom line • Case study Confidential- Proprietary VIPdesk Information VIPdesk Virtual Contact Center Plan™ 2
  3. 3. About Today’s Presenter Sally Hurley President, VIPdesk • Co-founder C f d • 20+ years experience delivering premium customer service • Has a passion for the customer experience • Committed to building a culture that supports work-life balance • Proud to be a green company supporting thousands of company- individuals that work from home across North America • Current President of Entrepreneurs Organization in D.C. Confidential- Proprietary VIPdesk Information VIPdesk Virtual Contact Center Plan™ 3
  4. 4. About VIPdesk VIPdesk is the leading provider of virtual contact center solutions for national brand leaders providing premium leaders, customer experiences through our home- based Brand Ambassadors™ (CSRs). Confidential- Proprietary VIPdesk Information VIPdesk Virtual Contact Center Plan™ 4
  5. 5. Home-based Outgrowing Traditional Market U.S. Home-Based Agents (000s) 400,000 CAGR – 21% 333,100 305,026 300,000 U.S. Home Based Agents 266,130 266 130 198,240 200,000 151,200 130,125 100,000 0 2006 2007 2008 2009 2010 2011 40% 30% A n n u a l G ro w th 20% 10% 0% 2007 2008 2009 Worldwide Customer Care U.S. Customer Care U.S. Home-Based Revenue Confidential- Proprietary VIPdesk Information VIPdesk Virtual Contact Center Plan™ Source: IDC 5
  6. 6. Who is Using Virtual Call Centers? Confidential- Proprietary VIPdesk Information VIPdesk Virtual Contact Center Plan™ 6
  7. 7. Explosive Growth in Virtual Call Centers Off-shoring Results: Unrealized cost savings High turnover and training costs Lower productivity, l L d ti it lower skilled workers kill d k Cultural differences (language barriers) Limited local recruiting pools in many areas Sending job overseas Off-shoring backlash Virtual Call Centers Remedy: Creates US jobs Compelling economics “On demand” operational capabilities On demand Access to unlimited international labor pool Eco-friendly – “Going green” Confidential- Proprietary VIPdesk Information VIPdesk Virtual Contact Center Plan™ Source: IDC 7
  8. 8. Why Companies Have Green Initiatives • “Green” is core to many brands – Beauty – Design & home – Family products – Fashion – Food – Retail – Transportation • Seek to further support the company’s green initiatives • Plan to incorporate new green initiatives • Supports social and environmental values or policies • Improve operational efficiencies Confidential- Proprietary VIPdesk Information VIPdesk Virtual Contact Center Plan™ 8
  9. 9. Why Companies are Going Virtual to Go Green How a virtual contact center supports green efforts: • Reduce the environmental impact resulting f R d th i t li t lti from physical expansion • Reduced pollutants- due to elimination of commute for p team members • Less usage of utilities such as electric • Reduce the usage of office-related, non-recyclable goods • Virtual training • Disaster recovery instantaneously without impact Confidential- Proprietary VIPdesk Information VIPdesk Virtual Contact Center Plan™ 9
  10. 10. Virtual Call Centers: Collective Gas Savings A call center that employs 100 CSR is responsible ll t th t l CSRs i ibl for the use of 26,600 gallons of gas/year. • U S Census Bureau states: average roundtrip U.S. commute = 24 miles/day • 100-seat call center combined commute is 2,400 100 seat 2 400 miles/day, or 12,000 miles per five-day work week, or 600,000 miles per year • Averaging 25 mpg, takes 480 gallons/week, or 24,000 gallons/year • This doesn’t include gas used sitting in traffic-- the average commuter spends an extra 26 gallons of gas/year sitting in traffic Confidential- Proprietary VIPdesk Information VIPdesk Virtual Contact Center Plan™ 10
  11. 11. Virtual Call Centers: Agent Gas Savings • The average virtual call center agent saves $1,000/year in gasoline costs by not commuting to work every day • In 2007 alone, virtual agents saved $175 million by using 58 million less gallons of gas • In addition, virtual agents reduced air pollution by 473,013 metric tons • Virtual agents are projected to save 1,267,000 metric tons in the year 2010 (Source: IDC) Confidential- Proprietary VIPdesk Information VIPdesk Virtual Contact Center Plan™ 11
  12. 12. Virtual Call Centers: Pollution Prevention • F Four major pollutants are emitted as byproducts j ll t t itt d b d t of burning fuel in a vehicle’s exhaust system: – Hydrocarbons – Nitrogen oxides (NOx) g ( ) – Carbon monoxide (CO) – Carbon dioxide (CO2) • 100-seat call center produces: 00 ll d • 1,680 kg of hydrocarbons emissions • 8,340 kg of Nox • 12,540 12 540 kg of CO • 549,600 lbs of CO2 Pollutant Avg Emission Rate Hydrocarbons Emissions 2.80 grams/mile driven NOx 1.39 grams/mile driven CO 20.9 grams/mile driven CO2 0.916 0 916 lb/mile driven Confidential- Proprietary VIPdesk Information VIPdesk Virtual Contact Center Plan™ 12
  13. 13. Virtual Call Centers: Energy Savings • The average office building consumes approximately 16.8 kWh of energy/year for every sq. ft. of office space • If each employee working in the office requires approximately 100 sq. ft. of floor space, that means th t every office worker uses that ffi k approximately 1680 kWh of energy/year • A virtual 100 seat call center saves 168,000 kWh 100-seat 168 000 of energy/year due to the elimination of commercial floor space Confidential- Proprietary VIPdesk Information VIPdesk Virtual Contact Center Plan™ 13
  14. 14. Benefits of a Virtual Call Center Corporations C ti Agents • Reduced infrastructure • New job opportunities cost • Supports families-work/life S t f ili k/lif • Ability to hire top talent balance remotely- across the US • Saves money on gasoline • Ability to exceed KPIs due to no commute • Ability to meet call center • Saves on professional volume fluctuations and wardrobe spikes • Reduced impact on the • Ability to improve the environment due to less customer experience p use of dry cleaning fluids, y g , non-recyclable goods • Disaster recovery Confidential- Proprietary VIPdesk Information VIPdesk Virtual Contact Center Plan™ 14
  15. 15. Benefits of a Virtual Call Center Improved Performance • For Your Organization – Improved sales conversion – Improved service levels – Reduced shrinkage – Reduced cost per contact – Reduced AHT • For Your Customers – Improved customer satisfaction – Increased dollars/order – Increased brand loyalty y y • For Agents – Increased retention – Improved p p performance Confidential- Proprietary VIPdesk Information VIPdesk Virtual Contact Center Plan™ 15
  16. 16. Benefits of a Virtual Workforce Screened Experienced Specialized and Trained • More experienced • Have relevant • Background workforce subject matter checks • Higher rate of expertise • Personality college ll • T i d on b Trained brand, d profiling fili experience culture and • Web-based and possible products via web- instructor-led • Bilingual based or training recruiting easier instructor led • Web based HR Web-based • More training systems and tools management • Can be located experience anywhere • Higher rate of worldwide customer service experience • 15 years of work experience Confidential- Proprietary VIPdesk Information VIPdesk Virtual Contact Center Plan™ 16
  17. 17. Implementing a Virtual Call Center Infrastructure and System Considerations: I f t t dS t C id ti • Technology • Communication platform- phone, email, chat • Systems- WFM, Call recording, LMS • S Security it • Security Compliance- PCI • Agent- Credit and criminal background checks • Workstation, systems & network • Recruiting and screening methodologies • Remote learning tools and approach learning- Confidential- Proprietary VIPdesk Information VIPdesk Virtual Contact Center Plan™ 17
  18. 18. Implementing a Virtual Call Center Management Considerations: Management Tools • S it h supervisor view, call recording, quality Switch i i ll di lit tool, technical support systems Communication • Internal secure chat • Data dashboard • Resource portal • LMS Culture • Leadership structure • Tele work policies and procedures • Results oriented- performance based scheduling oriented Confidential- Proprietary VIPdesk Information VIPdesk Virtual Contact Center Plan™ 18
  19. 19. Implementing a Virtual Call Center Key Cost Considerations: • Software licensing fees • Telephony charges • Hardware purchases/installation • Remote recruiting • Computer based training • Distance management program • C Communication channels i ti h l Confidential- Proprietary VIPdesk Information VIPdesk Virtual Contact Center Plan™ 19
  20. 20. VIPdesk Case Study – Catalog Retailer Virtual call center model enabled client to transfer traffic out of 2 brick-and-mortar call centers to home-based agents • Exceeded dollars/order goals through 2007 holiday season while ramping agents to double capacity (56% of agents had less than 30 days in production) • Reduced AHT by 31% over the first year of y y program operation • Reduced shrinkage by 14% over two months • Handled 200%+ of forecasted volumes during seasonal periods where weather significantly impacted client’s i t i t d li t’ internal center l t Confidential- Proprietary VIPdesk Information VIPdesk Virtual Contact Center Plan™ 20
  21. 21. Additional Research • Read VIPdesk’s case study featured in, “Going Green: Outstanding Green Business Practices” – Available online at: http://www.vipdesk.com/info/pdf/Going_Gr een_Guidebook.pdf • Working Mother Magazine’s 2008 Best Green Companies – Available online at: http://www.workingmother.com/web?service=vpage/1844 – THE BODY SHOP AMERICAS – BENJAMIN MOORE – SUNDANCE CHANNEL – BAYER – METHOD – STONYFIELD FARM – NIKE – TIMBERLAND – UPS – HP – SUBARU OF AMERICA Confidential- Proprietary VIPdesk Information VIPdesk Virtual Contact Center Plan™ 21
  22. 22. Questions? • Submit your questions now using the “Questions” function in the Webinar interface • You can also email questions to press@vipdesk.com press@vipdesk com or call 703-837-3507 for follow-up after today’s Webinar Confidential- Proprietary VIPdesk Information VIPdesk Virtual Contact Center Plan™ 22
  23. 23. Website: http://www.vipdesk.com Twitter: http://www.twitter.com/vipdesk Facebook: http://www.facebook.com/vipdesk LinkedIn: http://www.linkedin.com/companies/vipdesk YouTube: http://www.youtube.com/user/vipdesk Via RSS: http://twitter.com/statuses/user_timeline/23095083.rss Confidential- Proprietary VIPdesk Information 1
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