Letâ€™s face it. Running a contact centre has become more confusing, complex and challenging, even for the seasoned enterprise professional. With more demands from consumers across a multitude of channels, alongside the need for different technologies and compliance requirements, ensuring end-user loyalty in an efficient manner has never been more difficult.
But it need not be that way, provided the right business model is in place, one that leverages the best people, platforms and processes. At SensĂ©e, our unique approach has been pushing in this direction for years. And we can provide our clients with great results, both in terms of consumer interactions and operational efficiencies.
One of the core areas that SensĂ©e has optimised relates to our people. As the UKâ€™s leading provider of home-based agents, SensĂ©e has been fortunate enough to attract an abundance of top-quality applicants who are interested in pursuing a home-based contact centre career.
Part of the reason relates to the fact that SensĂ©e offers people the ability to work anywhere in the UK, in a way which suits their lifestyles and we provide proper full-time employment and benefits, ensuring our team members financial stability. Moreover, allowing our team members to choose the campaign that they want to work on also attracts many new recruits.
“An experienced, highly engaged workforce equates to better service for our clients and their customers.”
As a result, SensĂ©eâ€™s monthly attrition levels are less than 1%. An experienced, highly engaged workforce equates to better service for our clients and their customers.
Our experience contrasts sharply with those of many bricks-and-mortar contact centres, which have had a great deal of difficulty in finding a strong base of applicants. In the current near full-employment UK economy, some are struggling mightily to retain the talent that they have.
With due respect for the traditional contact centre model, the target agent profile is under heavy demand from not only customer experience providers, but from other sectors, such as hospitality, travel & leisure, retail and front-line financial services. Combined with recent increases in the minimum wage, it is little wonder that good agents for bricks-and-mortar contact centres are harder to find and costs are increasing!
“it is little wonder that good agents for bricks-and-mortar contact centres are harder to find and costs are increasing.”
SensĂ©e has been able to avoid these pressure points. Our recruits are drawn to customer service as a career. They like working from home; it fits their lifestyles.
We do not recruit from a finite pool of labour, typically within a fifteen-mile radius of a contact centre, but from across the whole UK. As such, we do not experience the regional workforce pressures that many operators do in contact centre hotspots like Manchester, South Yorkshire, South Wales, Glasgow and the North East.
The virtual model allows SensĂ©e to focus on pulling in specific skill sets that would otherwise be very tough to recruit for in a traditional contact centre. We better serve clients across sectors by attracting agents with relevant experience, higher education levels, language capabilities and professional certifications.
“2020 represents a great opportunity for business while operationally being a challenging time for customer experience delivery.”
Our approach results in a higher-touch point between the brands that SensĂ©e represents and the consumers we serve. I believe that 2020 represents a great opportunity for business while operationally being a challenging time for customer experience delivery.
The key for enterprises that want to focus on consumer retention is fresh thinking around the traditional way of doing business. Embracing new operating models that concurrently deliver the best results alongside efficiencies that can be passed back to the client is the type of unique approach that is required.
As consumers, we continue to grow more discerning than ever, and SensĂ©eâ€™s virtual approach is designed to exceed expectations.