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Virtual Customer Care:
                   The Bottom Line for Business

       Kate Lister, Author of Undress for Success:...
Virtual Customer Care:
  The Bottom Line for Business

  Our Virtual Experts
                p



Sally Hurley
President o...
Virtual Customer Care:
The Bottom Line for Business

   • Founded in 1997

   • Originally deployed centralized
     solut...
Virtual Customer Care:
                         The Bottom Line for Business

Kate Lister

• Analyzed 250 Studies

• Dozen...
Virtual Customer Care:
              The Bottom Line for Business


The Road Home:

• What’s in it for You?
• Virtual Hiri...
Virtual Customer Care:
                 The Bottom Line for Business

What s
What’s In It For You:

  • Expanded Talent Po...
Virtual Customer Care:
                      The Bottom Line for Business

What s
What’s In It For You:
. . . Expanded Tal...
Virtual Customer Care:
                                The Bottom Line for Business

What s
What’s In It For You:
. . . Lo...
Virtual Customer Care:
                  The Bottom Line for Business

What s
What’s In It For You:
. . . Increased Produc...
Virtual Customer Care
                             The Bottom Line for Business

What s
What’s In It For You:
. . . Greate...
Virtual Customer Care:
                  The Bottom Line for Business

What s
What’s In It For You:
. . . Continuity of Op...
Virtual Customer Care:
               The Bottom Line for Business

What s
What’s In It For You:
. . . Environmental Impac...
Virtual Customer Care:
                          The Bottom Line for Business
What’s In It For You:
. . . Save Money
     ...
Virtual Customer Care:
                  The Bottom Line for Business

Virtual Hiring:

 Skills Matching
 • Be more select...
Virtual Customer Care
               The Bottom Line for Business

Virtual Management:

• Training / Coaching

• Monitorin...
Virtual Customer Care:
              The Bottom Line for Business

Technology:




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

It s
It’s the Law:
 • Fair Labor Standards Act
 ...
Virtual Customer Care:
         The Bottom Line for Business

Your Turn:




                                    18
Virtual Customer Care:
              The Bottom Line for Business

         Thank You for Stopping By!
        Want to lea...
Website: http://www.vipdesk.com


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


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


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

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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

Published in: Business, Technology
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Transcript of "Virtual Customer Care: The Bottom Line for Business 102709"

  1. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 15. Virtual Customer Care The Bottom Line for Business Virtual Management: • Training / Coaching • Monitoring • Managing 15
  16. 16. Virtual Customer Care: The Bottom Line for Business Technology: 16
  17. 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. 18. Virtual Customer Care: The Bottom Line for Business Your Turn: 18
  19. 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. 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
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