The research, taken from The UK Contact Centre Decision Makers Guide (9th edition, 2011) and sponsored by Enghouse Interactive, suppliers of interaction management solutions, is part of a major report focusing on the performance, operations, technology and HR aspects of 208 UK contact operations across all sectors and size bands.
The study also showed that 18% (up 15% on 2010) of this year’s respondents use homeworkers, with 92% agreeing that the flexibility was an advantage. Stated benefits included increased agent productivity, decreased staff turnover and claimed cost savings of 20%.
Iain McKenzie, President, Enghouse Interactive EMEA, comments “Remote homeworking is becoming a real option for an industry that faces difficulty with recruitment and the pressure of 24/7 opening hours. Cloud-based solutions are perfect for supporting homeworkers, enabling organisations to benefit from a pool of agents that can be ramped up quickly in the event of one or more facilities going down, seasonal trends or extreme weather conditions.” He adds, “ContactBabel are leaders in their field and we are proud to be a platinum sponsor of this major report.”
Steve Morrell, Principal Analyst and Founder of ContactBabel, “It is fantastic that Enghouse Interactive has sponsored this year’s Contact Centre Decision Makers Guide. As an organisation, they provide a great depth and range of applications and deployment methods for contact centres of all varieties”.