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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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Ki Work Homeshoring Solutions 3 0

  1. 1. homeshoring solutions Michael Wolff - 01667 452123 - [email_address] - <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] - <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>