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Kate Lister, Author of Undress for Success: The Naked Truth About Making Money at Home, Principal Researcher at the Telework Research Network Sally Hurley, President, Co-founder of VIPdesk Work-At-Home Agents • What’s in it for You? • Virtual Hiring • Virtual Management • Technology • Staying Legal
Citation preview
Virtual Customer Care: The Bottom Line for Business
Kate Lister, Author of Undress for Success: The Naked Truth About Making Money at Home, Principal Researcher at the Telework Research Network
Sally HurleyPresident, Co-founder of VIPdesk
View The Webinar
October 27, 2009
Virtual Customer Care: The Bottom Line for Business
Our Virtual Experts
Kate ListerTelework Researcher & Author of Undress For Success—The Naked Truth About Making Money at Home
Sally HurleyPresident of VIPdesk
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Virtual Customer Care: The Bottom Line for Business
• Founded in 1997
• Originally deployed centralized solution
• Quality concerns led to home-based migration in 2000
• Represent over 40 leading global brands in financial services, retail, travel and real estate industries
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Virtual Customer Care: The Bottom Line for Business
Kate Lister
• Analyzed 250 Studies
• Dozens of Interviews
• Telework Savings Calculator
Research Quoted By:
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Virtual Customer Care: The Bottom Line for Business
The Road Home:
• What’s in it for You?• Virtual Hiring• Virtual Management• Technology• Staying Legal
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Virtual Customer Care: The Bottom Line for Business
What’s In It For You:
• Expanded Talent Pool
• Lower Turnover / Absenteeism
• Increased Productivity
• Greater Efficiency
• Continuity
• Environmental Impact
• Reduced Costs
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Virtual Customer Care: The Bottom Line for Business
What’s In It For You:. . . Expanded Talent Pool• Retiring Boomers• Disabled Workers• Relocated Workers• Second Jobs• Students• Military Spouses• Rural Populations• Caregivers• Part-Timers
Other Advantages:• Geographic Matching• Local Licensing
Traditional Call Center Agent:25 years old
3 years in workforce
Virtual Call Center Agent: 41 years old
15-20 years in workforce
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Virtual Customer Care: The Bottom Line for Business
What’s In It For You:. . . Lower Turnover / Absenteeism
Turnover:
• Turnover is costly
• 61% of employees who do not currently work from home say they are willing to give up some pay in exchange for being allowed to do so.
• 68% of Shering-Plough Corporation’s telework program say that being able to telework is a factor in their decision to stay with the company
• 95% of employers say telework has a high impact on employee retention.
• Two-thirds of employees would take another job to ease the commute.
Absenteeism:
• 78% of employees who call in sick, really aren’t.
• Companies with telework programs see, on average a 63% reduction in unscheduled absences.
• Teleworkers typically continue to work when they’re sick (without infecting others).
• Teleworkers return to work more quickly following surgery or medical issues.
• Flexible hours allow teleworkers to run errands or schedule appointments without losing a full day.
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Virtual Customer Care: The Bottom Line for Business
What’s In It For You:. . . Increased Productivity
• 25% to 45% More Productive
- Best Buy
- British Telecom
- Dow Chemical
- Sun Microsystems
- JD Edwards
- VIPdesk
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Virtual Customer Care The Bottom Line for Business
What’s In It For You:. . . Greater Efficiency
• Redundant Scheduling
• Time Zone Coverage
• Traffic Spikes
• Seasonality
• Supervisor: Agent Ratio10
Virtual Customer Care: The Bottom Line for Business
What’s In It For You:. . . Continuity of Operations
• Flu
• Terrorism
• Weather
• Traffic
• Disaster
• Oddball
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Virtual Customer Care: The Bottom Line for Business
What’s In It For You:. . . Environmental Impact
• Fuel• Electricity• Paper• Greenhouse Gases
Carbon Taxes, City Access Fees, Sanctions
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Virtual Customer Care: The Bottom Line for Business
What’s In It For You:. . . Save Money
Over 100 Assumptions. 20 Well Respected Sources Contribute to the Model:
• ACS (Census), BLS, DOT, EPA, DOE, FHA, GSA, NTSB
• Matthews and Williams, Reason Foundation, WorldatWork, AMA, and others
100 Person Call CenterReal Estate - $300,000
Electricity - $46,000Turnover - $450,000
Absenteeism - $82,000Productivity + $600,0000
Total $1,478,000
$14,780 per person, per year!PLUS: other employee costs, parking, electricity, hardware, office
products, management, workers comp, redundancy, etc. 13
Virtual Customer Care: The Bottom Line for Business
Virtual Hiring:
Skills Matching• Be more selective• Establish criteria of soft-
and hard-skills
Focus on traits required for working from home with less supervision
Home Office Requirements• Noise-free home-office• Dedicated phone line • Computer requirements
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Virtual Customer Care The Bottom Line for Business
Virtual Management:
• Training / Coaching
• Monitoring
• Managing
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Virtual Customer Care: The Bottom Line for Business
Technology:
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Virtual Customer Care: The Bottom Line for Business
It’s the Law:
• Fair Labor Standards Act
• Workers Compensation
• Contractor vs. Employee
• Liability
• Licensing
• Double Taxation
• Zoning
• State / Local Overhead
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Virtual Customer Care: The Bottom Line for Business
Your Turn:
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Virtual Customer Care: The Bottom Line for Business
Thank You for Stopping By!Want to learn more? Contact us:
Sally [email protected]
http://www.vipdesk.com
Kate [email protected]://Undress4Success.com
You’ll be receiving an email with a link to this webinar. Feel free to pass it on.
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Virtual Customer Care: The Bottom Line for Business
Find Us Online
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Website: http://www.vipdesk.com
Blog: http://blog.vipdesk.com
Twitter: http://twitter.com/vipdesk
Facebook: http://facebook.com/vipdesk
LinkedIn: http://linkedin.com/companies/vipdesk
YouTube: http://youtube.com/user/vipdesk
Via RSS: http://twitter.com/statuses/user_timeline/23095083.rss