Helping you source and equip agents of change

With spiralling costs, increasing staff attrition and a perceived customer backlash to offshored contact centres, there is a burgeoning demand for an alternative customer service approach.

BT Homeshoring can help transform your customer service operations. We’ll help you recruit, retain and empower home-based agents to enhance the customer experience, respond more effectively to fluctuating demands and help you satisfy pressing CSR and diversity obligations.

Delivering the flexibility you need while helping you stay in control

With BT Homeshoring you benefit from a single supplier – delivering the technology and service components you need to successfully equip and support home-based agents.

Our extensive experience of employing and providing home working and contact centre solutions – underpinned by robust relationships with leading industry players – ensures that we can help you:

Reduce the risk and maximise the benefits of homeshoring.
Access a complete portfolio of traditional and new technologies sourced from a single supplier.
Overcome barriers to adoption through providing the security and confidence of working with a trusted brand.
Provide end-to-end management and a single, high visibility report to help you stay in control.
Boost employee productivity. BT’s home-based employees are on average 20 percent more productive than their office-based colleagues.

Helping your people help you succeed

Your business is only as good as the people you employ. The BT Homeshoring solution can help you to establish a flexible, attractive working environment capable of bringing the best out of your people and delivering significant business benefits.

Establishing home-based agents can enable you to:

Recruit from a wider, more diverse and multi-skilled talent pool, including people aged 50+, more than 3 million people with disabilities and sections of the community that wouldn’t traditionally be attracted to the contact centre workplace.
Provide employees with the flexibility to enhance their work/life balance.
Improve job satisfaction, reducing churn from the current average of 20-30 percent in UK centres – and 40-70 percent offshore – to as little as 10 percent, and lowering sickness leave by as much as 60 percent.
Introduce split shifts and ‘just-in-time’ agent availability to more effectively respond to peaks in customer demand – delivering productivity increases of between 20-60 percent.
Bolster your CSR and ‘green’ credentials – by reducing the estimated 6 million tonnes of CO2 created by US, UK and Canadian advisors every year.
Enhance business continuity through increased resilience in the face of external disruption, such as transport strikes or severe weather etc.

Creating jobs, adding value and boosting economic regeneration

Over 7 percent of UK employees currently work from home at least one day per week and 18 percent of UK contact centres now rate homeworking as very important – up 8 percent from the previous year.

BT is working alongside customers and local economic development agencies to establish homeshored contact centres nationwide.

We’re helping to identify where homeshoring can add business value and are implementing our ‘Quickstart’ solution to get the projects off the ground.

Recognising the value of local sourcing

With the cost of recruiting and training contact centre agents estimated to be between £12-15K, the long term benefits of attracting and retaining valued employees are clear.

The BT Homeshoring solution enables you to provide the working environment that can:

Help you reduce the property and associated costs of physical contact centre locations.
Improve customer service – helping you retain valuable customers and avoid the cost of losing them.
Help you avoid the spiralling cost of offshored services, many of which are increasing by as much as 15 percent per annum.
Help reduce costs. According to Exony, homeshoring could save the UK contact centre industry up to £5 per employee per hour, while Gartner estimates cost savings of between 8-10 percent.
Help retain and gain maximum value from a motivated and satisfied workforce. In one area where the idea has been introduced, Anna Mimms, of Broxtowe Education Skills and Training, said; “The homeshored advisors we have recruited have a real sense of pride in the work they do and the value it brings to their neighbourhood. They are committed to providing quality service as it reflects well on them and the community they are a part of.”

Interested in hearing about how BT Homeshoring can help you empower your contact centre agents? Contact your BT account manager to learn more.