Ki Work Homeshoring Solutions 3 0

homeshoring solutions Michael Wolff - 01667 452123 - [email_address] - www.ki-work.com
consultancy
HR platform for agents & teams
outsourced operations

what is homeshoring?
delivering directly to at-home agents
the right work
at the right time
with the right skills
wherever they are

what is homeshoring?
using telephony & the Internet for
switching & data management
resource & performance management
fully converged applications
24/7 operations
advanced security
analytics & reporting

solutions
insourced
own management/employees
outsourced
third party management/employees
self-employed
any transferable business process
contact centre (inbound/outbound)
most BPO applications
prime verticals: technology, healthcare, tourism and travel, & insurance

drivers & benefits
cost savings
flexible rostering
office space, utilities, equipment
salaries for new hires
recruitments costs and churn
training costs & ramp-up time
CAPEX
overall savings: 15 – 30%

drivers & benefits
improved quality, experience and reliability of agents
average age 40
years work experience 15
university degree 80%+
culturally aligned
increased agent morale
outcomes
increased customer satisfaction

drivers & benefits
increased flexibility and agility
add new workers
access to a contingency workforce on-demand
shift from fixed to variable cost resourcing
business continuity
exchange rate management
carbon savings
reduction in travel
individual carbon savings: 1 – 3 tons p.a.
CRC league table with bonus and penalties

market penetration
USA
both insourced & outsourced models have passed the early stage
homeshoring agents amount to 10 – 15% of total contact centre agents
UK
early stage
homeshoring agents amount to 1 - 2% of total contact centre agents
offshoring challenged by exchange rates

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 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%

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

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

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

homeshoring solutions Michael Wolff - 01667 452123 - [email_address] - www.ki-work.com
consultancy
HR platform for agents & teams
outsourced operations

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Ki Work Homeshoring Solutions 3 0

by michaelwolff on Mar 31, 2010

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