homeshoring solutions Michael Wolff - 01667 452123 -  [email_address]   -  www.ki-work.com <ul><ul><ul><li>consultancy </l...
what is homeshoring? <ul><li>delivering directly to at-home agents </li></ul><ul><ul><li>the right work </li></ul></ul><ul...
what is homeshoring? <ul><li>using telephony & the Internet for  </li></ul><ul><ul><li>switching & data management </li></...
solutions <ul><li>insourced </li></ul><ul><ul><li>own management/employees </li></ul></ul><ul><li>outsourced </li></ul><ul...
drivers & benefits <ul><li>cost savings </li></ul><ul><ul><li>flexible rostering </li></ul></ul><ul><ul><li>office space, ...
drivers & benefits <ul><li>improved quality, experience and reliability of agents  </li></ul><ul><ul><li>average age  40 <...
drivers & benefits <ul><li>increased flexibility and agility </li></ul><ul><ul><li>add new workers </li></ul></ul><ul><ul>...
market penetration <ul><li>USA </li></ul><ul><ul><li>both insourced & outsourced models have passed the early stage </li><...
established model - USA Utilities Financial Retail Travel / Leisure Healthcare Government / Non-Profit Source: Alpine Access
growing market acceptance - UK Utilities Financial Retail Travel / Leisure Healthcare Government / Non-Profit
cost savings from homeshoring Industry reports, Exony analysis, Ki Work analysis  Call centre example Annual cost savings ...
feasibility Discovery & strategic review Cost/benefit analysis Clarify objectives of homeshoring model Build financial mod...
planning Planning & implementation Infrastructure & security Prepare detailed plan IT, telecoms, office review Assemble pr...
execution Virtual recruitment & training Virtual management Profiling for successful home-workers Understanding & overcomi...
homeshoring solutions Michael Wolff - 01667 452123 -  [email_address]   -  www.ki-work.com <ul><ul><ul><li>consultancy </l...
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Ki Work Homeshoring Solutions 3 0

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homeshoring consultancy, HR platform for agents and teams, and outsourced operations

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  • According to research in the US, 40% of all work could be done from home. Almost any work that is done in an office can be done from home. The easiest work to be transferred to home, is work that is an easily definable and repeatable business process that can be managed using a combination of live agent, IT and telephony.
  • According to research in the US, 40% of all work could be done from home. Almost any work that is done in an office can be done from home. The easiest work to be transferred to home, is work that is an easily definable and repeatable business process that can be managed using a combination of live agent, IT and telephony.
  • According to research in the US, 40% of all work could be done from home. Almost any work that is done in an office can be done from home. The easiest work to be transferred to home, is work that is an easily definable and repeatable business process that can be managed using a combination of live agent, IT and telephony.
  • According to research in the US, 40% of all work could be done from home. Almost any work that is done in an office can be done from home. The easiest work to be transferred to home, is work that is an easily definable and repeatable business process that can be managed using a combination of live agent, IT and telephony.
  • According to research in the US, 40% of all work could be done from home. Almost any work that is done in an office can be done from home. The easiest work to be transferred to home, is work that is an easily definable and repeatable business process that can be managed using a combination of live agent, IT and telephony.
  • For example, in the US, JetBlue Airways is just one of a growing number of homeshoring practitioners, with all of its 1,400 reservation agents working from home. It is estimated that there will be some 330,000 home-based agents by 2010 (source: IDC), equating to almost 11% of US contact centre agents.
  • So far, the increasing success of homeshoring in the US has not been replicated elsewhere. By way of example there are now 6,000 contact centers in the UK employing more than one million people (source: CCA), yet the number of enterprises currently using the homeshoring approach is low. Reasons for this low uptake in countries other than the US are complex and manifold. Prevailing concerns regarding security, employee management and monitoring partly explain the reticence. Cultural aspects might also play a role, with US enterprises typically more willing to trial new initiatives and overcome management issues.
  • Ki Work Homeshoring Solutions 3 0

    1. 1. homeshoring solutions Michael Wolff - 01667 452123 - [email_address] - www.ki-work.com <ul><ul><ul><li>consultancy </li></ul></ul></ul><ul><ul><ul><li>HR platform for agents & teams </li></ul></ul></ul><ul><ul><ul><li>outsourced operations </li></ul></ul></ul>
    2. 2. what is homeshoring? <ul><li>delivering directly to at-home agents </li></ul><ul><ul><li>the right work </li></ul></ul><ul><ul><li>at the right time </li></ul></ul><ul><ul><li>with the right skills </li></ul></ul><ul><ul><li>wherever they are </li></ul></ul>
    3. 3. what is homeshoring? <ul><li>using telephony & the Internet for </li></ul><ul><ul><li>switching & data management </li></ul></ul><ul><ul><li>resource & performance management </li></ul></ul><ul><ul><li>fully converged applications </li></ul></ul><ul><ul><li>24/7 operations </li></ul></ul><ul><ul><li>advanced security </li></ul></ul><ul><ul><li>analytics & reporting </li></ul></ul>
    4. 4. solutions <ul><li>insourced </li></ul><ul><ul><li>own management/employees </li></ul></ul><ul><li>outsourced </li></ul><ul><ul><li>third party management/employees </li></ul></ul><ul><ul><li>self-employed </li></ul></ul><ul><li>any transferable business process </li></ul><ul><ul><li>contact centre (inbound/outbound) </li></ul></ul><ul><ul><li>most BPO applications </li></ul></ul><ul><ul><li>prime verticals: technology, healthcare, tourism and travel, & insurance </li></ul></ul>
    5. 5. drivers & benefits <ul><li>cost savings </li></ul><ul><ul><li>flexible rostering </li></ul></ul><ul><ul><li>office space, utilities, equipment </li></ul></ul><ul><ul><li>salaries for new hires </li></ul></ul><ul><ul><li>recruitments costs and churn </li></ul></ul><ul><ul><li>training costs & ramp-up time </li></ul></ul><ul><ul><li>CAPEX </li></ul></ul><ul><li>overall savings: 15 – 30% </li></ul>
    6. 6. drivers & benefits <ul><li>improved quality, experience and reliability of agents </li></ul><ul><ul><li>average age 40 </li></ul></ul><ul><ul><li>years work experience 15 </li></ul></ul><ul><ul><li>university degree 80%+ </li></ul></ul><ul><ul><li>culturally aligned </li></ul></ul><ul><ul><li>increased agent morale </li></ul></ul><ul><li>outcomes </li></ul><ul><ul><li>increased customer satisfaction </li></ul></ul>
    7. 7. drivers & benefits <ul><li>increased flexibility and agility </li></ul><ul><ul><li>add new workers </li></ul></ul><ul><ul><li>access to a contingency workforce on-demand </li></ul></ul><ul><ul><li>shift from fixed to variable cost resourcing </li></ul></ul><ul><ul><li>business continuity </li></ul></ul><ul><ul><li>exchange rate management </li></ul></ul><ul><li>carbon savings </li></ul><ul><ul><li>reduction in travel </li></ul></ul><ul><ul><li>individual carbon savings: 1 – 3 tons p.a. </li></ul></ul><ul><ul><li>CRC league table with bonus and penalties </li></ul></ul>
    8. 8. market penetration <ul><li>USA </li></ul><ul><ul><li>both insourced & outsourced models have passed the early stage </li></ul></ul><ul><ul><li>homeshoring agents amount to 10 – 15% of total contact centre agents </li></ul></ul><ul><li>UK </li></ul><ul><ul><li>early stage </li></ul></ul><ul><ul><li>homeshoring agents amount to 1 - 2% of total contact centre agents </li></ul></ul><ul><li>offshoring challenged by exchange rates </li></ul>
    9. 9. established model - USA Utilities Financial Retail Travel / Leisure Healthcare Government / Non-Profit Source: Alpine Access
    10. 10. growing market acceptance - UK Utilities Financial Retail Travel / Leisure Healthcare Government / Non-Profit
    11. 11. cost savings from homeshoring Industry reports, Exony analysis, Ki Work analysis Call centre example Annual cost savings as percent of employee costs Cumulative annual cost savings as percent of employee costs Office space Utilities, equipment, etc. 5.1% 4.4% Total 9.5% 9.5% Agent churn reduction Training time reduction Ramp-up time improvements 1.7% 1.8% 2.6% Total 6.1% 15.6% Productivity benefits from flexible rostering: Rostering to half-hour increment 15.9% 31.5%
    12. 12. feasibility Discovery & strategic review Cost/benefit analysis Clarify objectives of homeshoring model Build financial models Align goals with management team Perform gap analysis Understand existing processes & systems ROI analysis Review alternative models Review carbon savings Present recommended roadmap Present cost/benefit analysis
    13. 13. planning Planning & implementation Infrastructure & security Prepare detailed plan IT, telecoms, office review Assemble project team CAPEX reduction plan Measurement criteria for planned outcomes Systems selection and integration Benchmarking against external & external models Optimise home-office set-up & support Long term management plan Review security & develop plan
    14. 14. execution Virtual recruitment & training Virtual management Profiling for successful home-workers Understanding & overcoming the cultural barriers to change Transition support for office-based agents to work at home Training internal managers to manage a virtual workforce Recruiting new agents Understanding home-worker motivations & expectations Individual & team-based e-coaching Devising appropriate performance management & reward systems Implementing e-learning and virtual training infrastructure Optimising quality performance & outcomes
    15. 15. homeshoring solutions Michael Wolff - 01667 452123 - [email_address] - www.ki-work.com <ul><ul><ul><li>consultancy </li></ul></ul></ul><ul><ul><ul><li>HR platform for agents & teams </li></ul></ul></ul><ul><ul><ul><li>outsourced operations </li></ul></ul></ul>
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