Sensée and Allianz Partners homeworking team scoops top prize at the 2020 Northern Contact Centre Awards

Work-from-home specialist Sensée and Allianz Partners, a world leader in assistance, travel insurance, international health and mobility services, are delighted to announce that their customer service homeworking team was named Frontline Team of the Year at a virtual ceremony for the 2020 Northern Contact Centre Awards last Thursday night.

The Allianz Partners Homeworking team is made up of Customer Service Advisors, Trainers, Team Leaders, Managers and Quality Analysts and handles breakdown assistance and operational calls for many prestigious automotive manufacturers.

Lockdown has been an extremely busy time for the team, managing major changes as the Covid crisis affected the breakdown industry, with many new systems and processes needing to be introduced. Throughout it all, the team maintained its high quality and service standards. The Sensée team has also lent its experience and expertise to Allianz Partners as it transitioned its own personnel to work-from-home during lockdown.

The annual Northern Awards are a celebration of contact centre excellence for businesses operating in the North of England. Other winners at the Awards included The Co-op, Reassure, ATOS, Barclays, QASSS, RSA Motability, Slater Gordon Solutions Motor, Regenda Homes and IAG Loyalty. The event is organised and operated by Call North West, a networking organisation that supports over 700 contact centres in the region.

Sens̩e was also named joint winner in the Covid РBest Homeworking Programme category at the Awards.

“Congratulations to Call North West for organising such a highly entertaining virtual Awards evening” said Paul Whymark, Chief Operating Officer, Sensée. “The last few months have been a very testing time for everyone in the customer service industry and it was inspiring to witness the professionalism of people prepared to go the extra mile to help customers and deliver solutions. We are very proud of the hard work and dedication of the Allianz Partners Homeworking team and delighted that their achievements have been recognised with this Award.”

Sensée scoops top prizes at the 2020 Northern Contact Centre Awards

Huge congratulations to the Sensée and Allianz Partners homeworking team which, last night, was named Frontline Team of the Year at the 2020 Northern Contact Centre Awards during a glittering virtual ceremony.

The Sensée and Allianz Partners team handles breakdown assistance and operational calls for many prestigious automotive manufacturers.

Sens̩e was also named joint winner in the Covid РBest Homeworking Programme category at the Awards.

The annual Northern Awards are a celebration of contact centre excellence for businesses operating in the North of England. Other winners at the Awards included The Co-op, Reassure, ATOS, Barclays, QASSS, RSA Motability, Slater Gordon Solutions Motor, Regenda Homes and IAG Loyalty. The event is organised and operated by Call North West, a networking organisation that supports over 700 contact centres in the region.

“Many congratulations to Call North West for organising such a highly entertaining virtual Awards evening” said Paul Whymark, Chief Operating Officer, Sensée. “The last few months have been a very testing time for everyone in the customer service industry and it was inspiring to witness the professionalism of people prepared to go the extra mile to help customers and deliver solutions. We are very proud of the hard work and dedication of the Allianz Partners Homeworking team and delighted that their achievements have been recognised with this Award.”

(Contact Centre Webinar) People Development in a Virtual World

Date: Thursday 12th November 2020
Time: 12.00 pm to 13:00pm
Host: Jane Thomas, Managing Director, South West Contact Centre Forum and Call North West

Adapting to the new world of contact centre homeworking – and doing so in a way that is ethical and works optimally for both businesses and their employees – is far from easy.

From learning how to connect remote workers securely to managing productivity & quality, and ensuring positive health & well being, the transition to homeworking has created a host of complex challenges. And those challenges are unlikely to go away anytime soon.

With 2021 fast approaching, we appear no closer to a full return to the office; work-from-home will be a key part of the contact centre landscape for some time to come.

In this webinar we look at how contact centres can move their homeworking operations to the next stage – including addressing employee engagement issues in these most difficult of times.

Topics to be covered include:

  • Who make the best homeworkers?
  • Virtual or office-based recruitment?
  • Virtual recruitment processes and on-boarding
  • Virtual or office-based training?
  • Induction and on-going training in a virtual world
  • eLearning and continuous learning
  • Team Leader training

The South West Contact Centre Forum/ Call North West will be joined by Mark Walton, CEO @ Sensée, Sarah Cocks, L&D Champion @ Sensée and Sam Goldney, Training Manager @ Sensée who will lend their expertise and experience to the debate.

During an extended Q&A session, attendees will have the opportunity to discuss their most burning People Development issues.

Agenda

12.00 – 12.05: Introductions and Agenda – Jane Thomas (SWCCF/CNW)
12.05 Р12.15: Homeworking in 2021 РMark Walton (Sens̩e)
12.15 Р13.00: Question and Answer session РJane Thomas (SWCCF/CNW) and Mark Walton, Sarah Cocks and Sam Goldney (Sens̩e)
13.00: Ends

Click here to register for the 12th November SWCCF and CNW Webinar

(Event recording) The Great Flexible Working Debate: Gig Working vs The Employed Model

Did you miss last week’s Great Debate organised by the Contact Centre Managers’ Association (CCMA)?

If so, you can click here to view and listen to a recording of the whole online event.

The Great Debate pitched Mark Walton, CEO, Sensée against Megan Neale, Co-Founder and COO, Limitless.  Mark was spokesperson for the Employed model and Megan for the Gig Working model.

Who won? You decide!

 

My Homeworking Story (Episode 1): The Journey To Work

In the first of a new six part series, Sensée Training Manager Sam Goldney explains the steps she takes when getting ready for work.

The Journey To Work

Sam GoldneyAfter ten years of working from home I’d like to think I’ve got my morning journey to work routine finely honed. I see the children off to school on the school bus and then go for a good yomp through the fields with the dogs before grabbing a coffee and heading upstairs. My computer’s already turned on, so I load my systems and am ready for the day in a great frame of mind after a healthy dose of family and fresh air.

But it hasn’t always been as easy as walking the dogs and negotiating my two young children to get dressed and eat breakfast. I spent years sitting on the motorway on my commute from leafy North Warwickshire to central Birmingham and then driving frantically round the car park looking for a parking spot… before running into the office to ensure I arrived before my learners.

It took the life changing act of losing my best friend to cancer to make me realise that there was more to life than this. Leaving my amazing job was a brave step but one of the best I ever made.

Starting my workday in a happy, healthy frame of mind ensures that both my employer and family get the very best out of me.  Here are my 6 tips for getting ready to work:

  1. Get showered and dressed: The act of getting dressed psychologically switches your work mindset on
  2. Don’t get distracted by home tasks when you should be working: You’ll only feel guilty unlike the washing up which won’t mind waiting until your lunch break for you
  3. Have a dedicated workspace: Walking up the stairs to the office is my daily commute and I switch from my role as Mum and Wife to Training Manager as I close the office door
  4. Get your PC switched on early: Avoid sitting at your PC watching the spinning circle of Windows updates being installed through clenched teeth
  5. Make sure you have what you need for the day: Have a glass of water to hand or an extra coffee in a thermos flask
  6. Have a clear working space: If necessary, clear everything to the other end of the dining table (if that is what you are working from these days)
    • Write yourself a list of what you want to achieve, then break it down…. must complete, need to complete, useful to complete, bonus task
    • Look at your diary for the day and plan time for a break. You are far more productive if you step away and return with a fresh perspective on a problem
    • Say good morning to your team. Check in on them and their loved ones and use your webcam to see what people are saying as well as listening to them

(Flexible working e-meeting) The Great Debate: Gig Working vs The Employed Model

Thursday 29 October at noon
Chair: Leigh Hopwood, CCMA
Gig working spokesperson: TBC, Limitless
Employed status spokesperson: Mark Walton, CEO, Sensée

As contact centres grapple to determine a future operating model on a backdrop of increased homeworking, the attitudes of a new generation of workers and a desire to find a better work-life balance are driving contact centre leaders to start thinking differently.

The Great Debate will focus on two alternative approaches to flexible working ‘Gig Working’ and ‘The Employed Model’ pitching Sensée, the contact centre business renowned for its successful homeworking operations, against Limitless, a business that has deployed a gig workforce to deliver contact centre capabilities.

How it will work

We plan to have some fun! Sensée will open the debate and propose why flexible working is appropriate in most settings, the ethics behind it and the security it provides. Then we’ll hear from Limitless who will oppose this approach and present how gig working can meet the needs of both customers and colleagues.

You will be invited to share your comments and questions through the Zoom platform, which will be shared live by our Chair of the debate, Leigh Hopwood.

After closing comments from both the proposer and the opposition, you will be invited to vote on the statement: Flexible working is appropriate in more settings than gig working.

What are Gig Workers?

Gig workers are independent contractors, online platform workers, contract firm workers, on-call workers and temporary workers. Gig workers enter into formal agreements with on-demand companies to provide services to the company’s clients. They have high levels of flexibility and autonomy.

Agenda

12:00 Welcome – Leigh Hopwood
12:05 Proposition: Employed Model – Mark Walton, Sensée (6 mins)
12:11 Opposition: Gig Working – TBC, Limitless (6 mins)
12:17 Response: Employed Model – Mark Walton, Sensée (6 mins)
12:23 Response: Gig Working – TBC, Limitless (6 mins)
12:30 Comments and questions from the floor (prepared by Leigh, Mark and Limitless)
12:45 Closing comments: Employed Model – Mark Walton, Sensée (2 mins)
12:47 Closing comments: Gig Working – TBC, Limitless (2 mins)
12:50 Vote on the statement: “The Employed model is a more appropriate way to achieve flexible working in a broad range of settings than gig working”

To register, please visit the CCMA Event Registration Page

 

(e-meeting) Creating a positive homeworking team culture

11.30am – 13.00pm
Thursday 22nd October
Chair: Jayne Davies, Chair, CCNNI

At this e-meeting in partnership with the Contact Centre Network Northern Ireland (CCNNI) we will discuss the ‘people’ side of running a busy work-from-home contact centre operation, with particular focus on building and sustaining team culture in a sustainable homeworking operating model.

The e-meeting will cover key aspects of people and team management including:

•  Employee engagement
•  Team culture
•  Recruitment and on-boarding
•  Flexible working and life/work balance
•  Health and wellbeing of remote workers
•  Motivation and reward
•  Performance management and quality
•  Sustaining company ethos and values with homeworking

The virtual meeting will include a presentation, insight and extended discussions with Sensée Customer Experience Officer Rob Smale, Sensée NI Sourcing Manager Annamarie Quinn, and Sensée Team Leader Marie McClenaghan, with opportunities throughout for attendees to ask questions around their contact centre homeworking challenges.

Agenda

11.30 – 11.35: Introduction (Jayne Davies, CCNNI)
11.35 – 11.55: Presentation “Homeworking – the People Challenges” (Sensée)
11.55 – 12.35: Breakout Discussions (around homeworking experiences and challenges)
12.35 – 13.00: Feedback from Breakout sessions and general Q&A

To register your place, please visit the CCNNI Event Registration Page

 

 

Sensée’s homeworking achievements recognised at 2020 industry awards

2020 has been an extraordinary year for homeworking and a landmark year for Sensée.

In recognition of the company’s impressive recent growth, and role in helping other organisations transition to homeworking during lockdown, we have been shortlisted at a number of major 2020 industry awards.

Sensée has been named as a Finalist at the prestigious European Contact Centre & Customer Service Awards in the Outsourced Contact Centre of the Year category, as well as in the Most Effective Homeworking Programme, and Best Outsourcing Partnership (with BUPA) categories.

At the Northern Awards, we’ve been shortlisted for Best Outsourcer, Best Homeworking Programme During Covid-19, Frontline Team of the Year (with Allianz Partners), and Customer Service Advisor (Jenny Bate, SSE). And at the South West Contact Centre Awards, we’ve been named as finalists for Best Outsourcer, Best Homeworking Programme During Covid-19, Customer Engagement Team of the Year (with Allianz Partners), and Customer Service Representative (Jenny Bate, SSE).

“We’re delighted to have been recognised in this way” said Mark Walton, CEO of Sensée. “We’ve come a long way in the last 12 months and a big thanks to all our 1300 homeworkers for making everything we’ve achieved possible.

“Congratulations in particular to the Allianz Partners’ team and to Jenny from our SSE team who have been shortlisted at two separate Awards events – an amazing achievement. Best of luck to all our finalists!”.

(Online Workshop) Creating a Complete Homeworking Ecosystem

Date: Wednesday 7th October 2020
Time: 11.30am to 13:00pm
Chair: Sandra Busby

It’s often said that to effectively manage a contact centre homeworking team your business needs to adopt a virtual mindset across everything that it does: from recruitment & onboarding to communications, resource scheduling, managing health & well-being, and info security.

In this virtual meeting we’ll discuss how to manage homeworking teams in both 100% home and hybrid home/office environments.

The discussion will cover people & operational issues as well as the technology elements required to create and deploy an end-to-end homeworking ecosystem.

To reserve your seat simply email lucinda@wccf.uk

Once registered you will receive a link to join the meeting a few days prior.

(Online Seminar) Contact Centre Homeworking in 2021

ONLINE SEMINAR: Wed 14 Oct 2020, 12:00 pm – 1:00 pm

Over the last few months the vast majority of UK contact centres have operated on a work-from-home basis and, for most, it’s been a steep learning curve.

Initially, concerns about connectivity and the health and well-being of remote workers dominated. Then management and performance issues took centre stage, with many centres experiencing severe challenges as sickness levels increased, and both productivity and staff engagement fell.

Now, contact centres must decide on the way forward. Will it be 100% homeworking or hybrid office/homeworking? How will staggered rotas work? Will work-from-home be voluntary, compulsory, or both?

For this online seminar, the CCMA has invited Sensée to share its experiences of managing homeworking teams.

Topics to be covered include:

  • The importance of creating a complete end-to-end homeworking technology ecosystem
  • Why your Virtual Workplace must, as closely as possible, replicate the physical office environment
  • Employee engagement in a virtual world
  • Remotely managing performance, productivity and quality
  • Monitoring the health and well-being of homeworkers
  • Infosecurity in a virtual world
  • Should you treat your homeworkers and office-based staff the same – or differently?
  • The benefits of homeworking: a real life case study of how homeworking has increased productivity & CSAT and reduced cost & attrition
  • Great tips and advice on managing homeworking teams

Sign up today to find out how your business can get more from homeworking – and get answers to your burning issues from Sensée’s experienced Consultants, Operations Managers and Team Leaders.