Going Green with Virtual Call Centers Sally Hurley VIPdesk
Upcoming SlideShare
Loading in...5
×
 

Going Green with Virtual Call Centers Sally Hurley VIPdesk

on

  • 1,619 views

How corporations can “go green” by leveraging a virtual workforce: ...

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

Statistics

Views

Total Views
1,619
Slideshare-icon Views on SlideShare
1,619
Embed Views
0

Actions

Likes
0
Downloads
20
Comments
0

0 Embeds 0

No embeds

Accessibility

Upload Details

Uploaded via as Adobe PDF

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

    Going Green with Virtual Call Centers Sally Hurley VIPdesk Going Green with Virtual Call Centers Sally Hurley VIPdesk Presentation Transcript

    • 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
    • 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
    • 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
    • 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
    • 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
    • Who is Using Virtual Call Centers? Confidential- Proprietary VIPdesk Information VIPdesk Virtual Contact Center Plan™ 6
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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
    • 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