Over a long career in outsourcing, I have seen many changes. How we do business as providers of front-line services has little resemblance to even a decade ago. One of the things that strikes me is the need for outsourcers to be proactive around fostering a more inclusive workplace, an approach that benefits the agent in tandem with the client whose services or products they are representing. This aligns with ensuring that environmental responsibilities are taken seriously, and not just paid lip-service. I am proud to say that Sensée is committed to ethical delivery, and we are already taking the needed steps to be a British provider of choice in this regard.
“One of the things that strikes me is the need for outsourcers to be proactive around fostering a more inclusive workplace.”
People are a good starting point for this discussion. After all, human resources count for over 70% of contact centre operations in the UK, so it just makes sense to ensure that front-line team members are happy and motivated. And because workplace uncertainty is so pervasive, at Sensée we want our agents to feel as financially secure as possible. This is why we pay our team members a real living wage, in order to remove the uncertainty that comes with so many other jobs in the current marketplace. There are no zero-hour contracts at Sensée — this way of working only drives low morale. When somebody joins our team, they do so with the understanding that they can count on a steady income, one that includes benefits, holidays and pension.
“There are no zero-hour contracts at Sensée — this way of working only drives low morale.”
But, at Sensée remuneration is only a part of the agent equation. Anybody that knows the contact centre industry realises that working conditions greatly influences how well a team performs. This is why we have worked to ensure that our workforce across the UK is able to take full advantage of their virtual status. Agents can map their skills and interests to the client campaign that they choose to work on. This immediately means more engagement with the role (and customer) at hand. Consider, too, that among those seeking to work for Sensée, the lack of a daily commute is a real selling point. Anyone who has been caught on the motorway or the train during rush-hour can relate to this. The Sensée ethos is based on inclusiveness, and we are proud to be an employer of choice for individuals who may have reduced mobility, have mental health challenges, have carer responsibilities, live in rurally isolated communities, or who simply do not want to work traditional shifts in a Bricks and Mortar environment.
“we are proud to be an employer of choice for individuals who may have reduced mobility, have mental health challenges, have carer responsibilities, live in rurally isolated communities, or who simply do not want to work traditional shifts.”
The net result of our ethically driven workplace practices is a team of highly engaged agents who are ready to serve consumers above and beyond. The numbers speak for themselves. Our annual attrition is around 10%, well below that found in traditional outsourced operations. And with sickness levels under 3% per annum, it validates that our agents enjoy coming to work.
This goes hand-in-hand with our commitment to the environment. With business more worried about the climate than ever before, it is important for customer experience to be done with a green approach. Therefore, Sensée’s work-at-home virtual model is more relevant now than ever. Keeping agents off the roads, allowing them to work from their homes, delivering high-quality service means that we are operating with a carbon footprint that is 90% lower than an equivalent sized bricks-and-mortar operation. Our clients love this, and it has been a great morale booster for our agents who are very worried about the ongoing climate change crisis.
“we are operating with a carbon footprint that is 90% lower than an equivalent sized bricks-and-mortar operation.”
Ethical contact centre delivery does not need to be hard — it simply makes sense. Sensée is leading the market with this approach to customer experience delivery, and it continues to be received positively by agents and clients alike. I believe that this approach is the right one for 2020 and beyond.
