This document discusses homeshoring solutions which involve delivering work to agents working from home. Homeshoring uses technology like telephony and the internet to manage resources, switch work, and provide fully converged applications to home-based agents. It can provide cost savings of 15-30% compared to traditional call centers by reducing expenses related to office space, equipment, salaries, and other items. Homeshoring also improves work flexibility, quality, and worker satisfaction while increasing a company's agility. The document outlines the feasibility, planning, and execution steps involved in implementing a successful homeshoring program.

9. established model - USA Utilities Financial Retail Travel / Leisure Healthcare Government / Non-Profit Source: Alpine Access

10. growing market acceptance - UK Utilities Financial Retail Travel / Leisure Healthcare Government / Non-Profit

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. 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. 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. 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