Virtual Customer Care: The Bottom Line for Business 102709
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Virtual Customer Care: The Bottom Line for Business 102709

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Kate Lister, Author of Undress for Success: ...

Kate Lister, Author of Undress for Success:
The Naked Truth About Making Money at Home,
Principal Researcher at the Telework Research Network
Sally Hurley, President, Co-founder of VIPdesk

Work-At-Home Agents
• What’s in it for You?
• Virtual Hiring
• Virtual Management
• Technology
• Staying Legal

More in: Business , Technology
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  • 1. Virtual Customer Care: The Bottom Line for Business Kate Lister, Author of Undress for Success: Lister The Naked Truth About Making Money at Home, Principal Researcher at the Telework Research Network Sally Hurley President, Co-founder of VIPdesk P id t C f d f VIPd k Welcome to today’s Webinar! The presentation will start shortly. today s shortly Today’s presentation is being broadcast through the Internet. Therefore, you do not need a conference dial-in number. To hear today’s webinar, simply turn the volume up on your speakers and you will be able to hear the presentation via your computer. October 27, 2009
  • 2. Virtual Customer Care: The Bottom Line for Business Our Virtual Experts p Sally Hurley President of VIPdesk Kate Lister Telework Researcher & Author of Undress For Success—The Naked Truth About Making Money at Home 2
  • 3. Virtual Customer Care: The Bottom Line for Business • Founded in 1997 • Originally deployed centralized solution • Quality concerns led to home-based Q y migration in 2000 • Represent over 40 leading global brands in financial services, retail, travel and real estate industries 3
  • 4. Virtual Customer Care: The Bottom Line for Business Kate Lister • Analyzed 250 Studies • Dozens of Interviews • Telework Savings Calculator Research Quoted By: 4
  • 5. Virtual Customer Care: The Bottom Line for Business The Road Home: • What’s in it for You? • Virtual Hiring • Virtual Management • Technology • Staying Legal 5
  • 6. Virtual Customer Care: The Bottom Line for Business What s What’s In It For You: • Expanded Talent Pool p • Lower Turnover / Absenteeism • Increased Productivity • Greater Efficiency • Continuity • Environmental Impact • Reduced Costs 6
  • 7. Virtual Customer Care: The Bottom Line for Business What s What’s In It For You: . . . Expanded Talent Pool • Retiring Boomers g Traditional C ll C t A T diti l Call Center Agent: t • Disabled Workers 25 years old • Relocated Workers 3 years in workforce • Second Jobs • Students • Military Spouses Virtual Call Center Agent: • Rural Populations 41 years old • Caregivers 15-20 15 20 years in workforce • Part-Timers Other Advantages: • Geographic Matching • Local Licensing 7
  • 8. Virtual Customer Care: The Bottom Line for Business What s What’s In It For You: . . . Lower Turnover / Absenteeism Turnover: Absenteeism: • Turnover is costly • 78% of employees who call in sick, really aren’t. • 61% of employees who do not currently work from home say they are willing to • Companies with telework programs see on see, give up some pay in exchange for being average a 63% reduction in unscheduled allowed to do so. absences. • 68% of Shering-Plough Corporation’s • Teleworkers typically continue to work when telework program say that being able to they re they’re sick (without infecting others) others). telework is a factor in their decision to stay with the company • Teleworkers return to work more quickly following surgery or medical issues. • 95% of employers say telework has a high impact on employee retention. hi h i t l t ti • Flexible hours allow teleworkers to run errands or schedule appointments without • Two-thirds of employees would take losing a full day. another job to ease the commute. 8
  • 9. Virtual Customer Care: The Bottom Line for Business What s What’s In It For You: . . . Increased Productivity • 25% to 45% More Productive - Best Buy - British Telecom - Dow Chemical - Sun Microsystems - JD Edwards - VIPdesk 9
  • 10. Virtual Customer Care The Bottom Line for Business What s What’s In It For You: . . . Greater Efficiency • Redundant Scheduling • Time Zone Coverage • Traffic Spikes p • Seasonality • Supervisor: Agent Ratio 10
  • 11. Virtual Customer Care: The Bottom Line for Business What s What’s In It For You: . . . Continuity of Operations • Flu • Terrorism • Weather • Traffic • Disaster • Oddball 11
  • 12. Virtual Customer Care: The Bottom Line for Business What s What’s In It For You: . . . Environmental Impact • Fuel • Electricity • Paper • Greenhouse Gases Carbon Taxes, City Access , y Fees, Sanctions 12
  • 13. Virtual Customer Care: The Bottom Line for Business What’s In It For You: . . . Save Money 100 Person Call Center Real Estate - $300 000 $300,000 Over 100 Assumptions. 20 Well Respected Sources Contribute to the Model: Electricity - $46,000 Turnover - $450,000 • ACS (Census), BLS, DOT, EPA, DOE, FHA, GSA, NTSB Absenteeism - $82,000 • Matthews and Williams, Reason Productivity + $600,0000 Foundation, WorldatWork, AMA, Foundation WorldatWork AMA and others Total $1,478,000 T l $1 478 000 $14,780 $14 780 per person per year! person, PLUS: other employee costs, parking, electricity, hardware, office products, management, workers comp, redundancy, etc. 13
  • 14. Virtual Customer Care: The Bottom Line for Business Virtual Hiring: Skills Matching • Be more selective • Establish criteria of soft- and hard-skills Focus on traits required for working from home with less supervision Home Office Requirements • Noise-free home-office • Dedicated phone line • Computer requirements 14
  • 15. Virtual Customer Care The Bottom Line for Business Virtual Management: • Training / Coaching • Monitoring • Managing 15
  • 16. Virtual Customer Care: The Bottom Line for Business Technology: 16
  • 17. Virtual Customer Care: The Bottom Line for Business It s It’s the Law: • Fair Labor Standards Act • Workers Compensation • Contractor vs. Employee • Liability • Licensing • D bl Taxation Double T ti • Zoning • State / Local Overhead 17
  • 18. Virtual Customer Care: The Bottom Line for Business Your Turn: 18
  • 19. Virtual Customer Care: The Bottom Line for Business Thank You for Stopping By! Want to learn more? Contact us: Sally Hurley shurley@VIPdesk.com http://www.vipdesk.com Kate Lister Kate@Undress4Success.com Kate@Undress4Success com http://Undress4Success.com You’ll be receiving an email with a link to this webinar. Feel free to pass it on. 19
  • 20. 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