Home based contact centres – A time for new thinking? (2011)
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A white paper by Ernst & Young LLP that argues for home working as a cost-effective solution to many of the problems faced by contact centre operations.
Description
An Ernst & Young paper that argues for home working as a cost–effective solution to many of the problems faced by contact centre operations.
The paper lists several recent technological improvements that help overcome some of the fears associated with home working:
– better broadband provision
– better data security
– better virtual workforce – management products
However, Ernst & Young identify management attitudes as one of the main barriers to achieving succesful home based agent (HBA) operations.
The paper argues that the HBA option will help:
– reduce an organisation’s carbon footprint
– reduce workforce attrition
– attract new workers to the contact centre
– enable organisations to establish more flexible work patterns
The paper concludes that implementation challenges remain, but are largely surmountable.
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