Enghouse Interactive

Enghouse Interactive


February 09, 2012 05:00 ET

Do You Really Need an Office Anymore?

Homeworking on the Rise - 73% of Call Centres See Future Benefits of Using Homeworkers

The Latest Results from ContactBabel - Sponsored by Enghouse Interactive

READING, UNITED KINGDOM--(Marketwire - Feb. 9, 2012) - New research published by ContactBabel, the contact centre industry analysts, showed that 73% of contact centres who did not use homeworkers believe that it would bring greater flexibility to add new agents and open for longer hours.

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."

A full version of the ContactBabel Decision Makers Guide (9th edition, 2011) is available to download by clicking on this link.

About Enghouse Interactive

Enghouse Interactive is the union of products and expertise from leading solution providers including: Arc Solutions, CosmoCom, Datapulse, Syntellect, Telrex, and Trio. Now a single, global organisation, Enghouse Interactive delivers flexible and scalable solutions that will meet a company's communications needs across their organization, including: global communications management, contact centre solutions, attendant consoles, IVR or self-service solutions and call recording and quality management tools. www.enghouseinteractive.com.

About ContactBabel

ContactBabel is the leading analyst firm covering the call centre industry.

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