Double success for Sensée at the 2021 Forum Awards

Work-from-home specialist Sensée has won an Innovation and Transformation Award for ‘Engaged Homeworking’ at the 2021 Forum Awards. The company also received a Highly Commended Partnership Award for its groundbreaking homeworking partnership with Bupa at the gala awards evening on Friday 23rd April.

The Innovation and Transformation Award recognised the transformational impact that Sensée’s LiveDesk™ and TeamTonic® homeworking solutions have had on Sensée’s contact centre outsourcing operation, as well as on the customer contact operations of clients including Ageas, Utility Warehouse and Bupa:

  • LiveDesk™ Digital Workplaces unify people, wherever they are, so that they are on the same work mission. LiveDesk provides macro-collaboration and communication tools so people are highly engaged, well supported and continuously informed.
  • TeamTonic® is a self-rostering Scheduler that empowers @home staff to schedule work around their home lives and obligations. By keeping clear of home life work disruptions people are free from conflicting shift anxiety while employers can be confident that they are focused, productive and adhering to schedules.

Sensée’s partnership with Bupa started with a simple homeworking pilot in 2014 and has grown into a comprehensive and multi-faceted outsourced service that today involves 180 contact centre advisers. Sensée advisers not only provide high quality service but handle customer contacts very cost effectively – with highly efficient HomeAgent scheduling key to the cost savings generated. Homeworking lessons learnt through the partnership were instrumental in Bupa making a swift and highly effective transition to homeworking within its own operations at the start of lockdown.

The Awards event was organised and operated by the Forum, a professional community for best practice and professional development in customer operations. The Forum comprises four separate forums for: Planning & Resourcing, Analytics & Insight, Customer Experience, and Strategy & Leadership.

Other winners at the 2021 Forum Awards included North Yorkshire County Council, Hoist Finance, Serco, Capita, Loop, NHS Business Authority, Click Mechanic, Lloyds Banking Group, Domestic & General,

“Well done to the Forum for putting on a fantastic and highly entertaining event” said Mark Walton, CEO, Sensée. “We are very proud of the hard work and dedication of our homeworking teams during the lockdown period and delighted that their achievements have been recognised with these Awards.”

“Over the past year, many organisations have introduced working from home, without embedding homeworking. Sensée has demonstrated how homeworking is done, both sustainably and at a high level of performance, engaging employees and driving operational insight” said Phil Anderson, a Director at the Forum.

New Survey Paints Positive Picture of Employee Engagement During Lockdown

– Homeworking is here to stay say top UK contact centres –

Throughout lockdown, business leaders have debated the tricky issue of how best to engage and support their people while working from home.

However, according to a major new industry survey “The 2021 Contact Centre People Engagement Survey”, 81% of Agents/Advisers – and 56% of Directors/Managers – say that People Engagement in their Contact Centres is not a problem.

322 UK Contact Centre Directors, Managers, Agents and Advisers took part in the online study conducted by trade bodies the South West Contact Centre Forum and Call North West. Survey responses were collected between January 11th and March 12th 2021 and participants came from a broad range of Contact Centres from different industries. Separate detailed questionnaires were run for Directors/Managers and Agents/Advisers. The survey was supported by homeworking specialist Sensée.

The “2021 Contact Centre People Engagement Survey” provides valuable insight into the current state of People Engagement within the contact centre industry – at a time when the predominant workplace is the home office.

70% of Agents/Advisers responding to the survey say that they mainly worked in bricks and mortar contact centres prior to lockdown and have now switched to mainly working from home….. and the majority feel that the switch has gone well.

Despite media headlines suggesting organisations have struggled to manage their colleagues in a work-from-home setting, most Contact Centre Advisers say that their Managers have adapted well to the switch: 57% say Very Well and 29% say Well.

And there’s more good news when it comes to the current state of ‘manager-employee’ and ‘team’ engagement.

85% of Agents/Advisers Agree or Strongly Agree with the statement “Communication between senior leaders and employees in my organisation is good”…. with 83% of Directors and Managers concurring. In a similar vein, 94% of Agents/Advisers, and 99% of Directors and Managers, Agree or Strongly Agree with the statement “My manager/contact centre team and I have a good working relationship”. Virtually nobody disagreed.

Mental Health

Concerns over the impact of employee isolation on mental health while people are working-from-home have frequently been aired over the last 12 months.

However our survey reveals that Agents/Advisers are generally happy with the efforts their employers are making at supporting their needs. When asked “Do you think your organisation adequately addresses the Mental Health & Well Being concerns of its employees?”, 73% of Agents/Advisers say yes and only 8% say no.

The survey also revealed the breadth of measures employers were taking to address concerns. When Directors/Managers were asked “How do you monitor Health & Well Being within your teams?” 36% cite Formal Questionnaires, 29% Video Checks and 40% Occupational Health reports. But the most common approach is simply to talk. 89% of Directors/Managers cite Informal Conversations to discuss Health & Well Being concerns and 71% Formal Conversations.

Ethical Business

Finally, our survey reveals a growing recognition amongst employees of the role that their employer plays in broader society.

90% of Agents/Advisers Agree or Strongly Agree with the statement “My organisation has taken steps to ensure that it acts as a responsible member of society” as did almost all Directors/Managers (i.e. 99%)

Likewise, 96% of Directors/Managers Agree or Strongly Agree with the statement “My organisation is dedicated to diversity and inclusiveness”, together with 91% of Agents/Advisers.

And the future?

Perhaps not surprisingly, work-from-home is expected to continue to play a significant role in the contact centre industry for the foreseeable future.

Only 43% of Agents/Advisers believe they will be 100% returning to the office. 57% therefore believe they will be homeworking, with the majority of those splitting their time between their home and the office.

Intriguingly, when asked what percentage of their adviser population would be working from home in 2022, 60% of Directors/Managers say that they expect 50% or more to be working full or part time at home, with just 4% predicting a full return to the office.

“It’s great to report that colleagues in the contact centre industry feel so overwhelmingly positive towards People Engagement issues – especially after the last 12 months” said Jane Thomas, Managing Director of the South West Contact Centre Forum and Call North West. “Our survey shows that progress is being made in key areas such as mental health support, building team cohesion and running ethical, inclusive and socially-responsible business. However, while organisations can take credit for these achievements, the job is far from complete.”

“The survey results are extremely interesting, particularly as they counter many of the negative perceptions about People Engagement in the age of ‘forced’ homeworking” said Mark Walton, CEO, Sensée. “Moving forward, the challenge will not be so much about making homeworking work – organisations have had a year to do that – it will be about defining long term strategies. Who will work from the office and who will work from home? How will we manage, communicate, schedule, train our ‘hybrid’ workforces? What new technology platforms will we need? We maybe entering an era of extreme uncertainly but there’s never been a better time to take a step back and make meaningful changes to modernise and transform UK business.”

To view the “The 2021 Contact Centre People Engagement Survey” eBook, please go to

https://www.sensee.co.uk/resources/eBooks.aspx?eb=power-of-engagement-final

The eBook is best viewed in 2 page (i.e. side by side) view, and there is no need to register.

Sensée launches new Employee Assistance Program for its homeworking teams

Sensée has launched a new Employee Assistance Program (EAP) in partnership with Health Assured – the UK and Ireland’s leading wellbeing provider.

The EAP is a confidential employee benefit designed to help people deal with personal and professional problems that could be affecting their home or work life, health, and general wellbeing.

The Health Assured EAP service provides a complete support network that offers expert advice and compassionate guidance 24/7, and covers a wide range of issues:

● Life support: Access to counselling for emotional problems and a pathway to structured therapy sessions (employees only) at your convenience. Formal counselling could be either face to face or via video.
● Legal information: For issues that cause anxiety or distress including debt management, consumer, property or neighbour disputes (employees only).
● Bereavement support: Health Assured offers qualified and experienced counsellors who can help with grief plus legal advisors to help with related legal matters.
● Medical information: Qualified nurses are on hand to offer support on a range of medical or health-related issues offering practical information and advice.
● Online CBT: Health Assured recognises the value of self-help tools in dealing with a range of issues.  These include: CBT (cognitive behavioural therapy) self-help modules, informative fact sheets and invaluable advice videos from leading qualified counsellors.

Support is also available to the spouse/partners and dependents of Sensée employees under the scheme.

“The health and wellbeing of our employees is paramount and an integral part of our culture, and we are well aware that balancing everyday life with the requirements of work and personal life can create pressures for all of us” said Brigitte Gratton, Chief People Officer at Sensée. “We are therefore very happy to be able to offer access to the Health Assured EAP service to all our employees.”

Disability Confident scheme reaches landmark

Sensée is a proud member of Disability Confident and delighted to learn that the number of employers in the UK supporting the scheme has reached a record breaking 20,000.

Reaching this landmark means that the Disability Confident network now covers inclusive organisations that employ more than 11 million workers – including major employers such as Microsoft, Sainsbury’s and Network Rail.

Sensée has been a Disability Confident Committed member since November 2018.

Minister for Disabled People, Justin Tomlinson, said “we are committed to seeing 1 million more disabled people in work by 2027 and as we recover from the pandemic we are redoubling our efforts to boost the support for disabled jobseekers.  I know this is a challenging time, but we will be building on the record disability employment we have seen by protecting, supporting and creating jobs for disabled people.”

 

Disability Confident Committed