homeshoring solutions

Michael Wolff - 01667 452123 - mwolff@ki-work.com - 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

2

what is homeshoring?

• using telephony & the Internet for – switching & data management– resource & performance management– fully converged applications– 24/7 operations– advanced security– analytics & reporting

3

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, & insurance4

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%

5

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

6

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

7

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

8

UtilitiesUtilities

FinancialFinancial

RetailRetail

Travel / LeisureTravel / Leisure

HealthcareHealthcare

Government / Non-Profit

Government / Non-Profit

established model - USA

Source: Alpine Access

UtilitiesUtilities

FinancialFinancial

RetailRetail

Travel / LeisureTravel / Leisure

HealthcareHealthcare

Government / Non-Profit

Government / Non-Profit

growing market acceptance - UK

cost savings from homeshoring

Call centre example Annual cost savings as percent of

employee costs

Cumulative annual cost savings as

percent of employee costs

Office spaceUtilities, equipment, etc.

5.1%4.4%

Total 9.5% 9.5%

Agent churn reductionTraining time reductionRamp-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%

11Industry reports, Exony analysis, Ki Work analysis

feasibility

12

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

13

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

14

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 - mwolff@ki-work.com - www.ki-work.com

consultancy

HR platform for agents & teams

outsourced operations