The Virtual Call Centre solution is aimed at creating a more appealing working environment for part-time workers, those who require flexible working arrangements or who are unable to travel into an office, such as working parents, students or the physically disabled.
Inclarity identified that call centres are struggling to recruit and retain employees; staff churn is high. So it created the Virtual Call Centre solution to help call centres capitalise on the growing part-time work force, particularly those who prefer the advantages of home-working. Recent research suggests that the home-based workforce will continue to increase. The number of employees working flexibly has risen sharply over the past two years, according to the latest CBI/Pertemps employment trends survey. The survey of 513 employers found that almost half (46 per cent) allow their employees to telework, up from 14 per cent two years ago. Interestingly, travel company Cruise 118 recently surveyed 1,000 office workers and found that almost half of employees would rather work from home enabling them to escaping the rush hour traffic, save on travel costs and benefit from flexible working hours.
Dave Millett, COO, Inclarity, said: “Call centre staff conduct the majority of their work via email and telephone and therefore in most cases staff can work just as effectively from home, providing they have the right communications infrastructure and tools. Working from home can greatly enhance people's work-life balance. The reduction in commuting alone could save several hours each day. Furthermore, in the current economic climate home working can help save both the employer and employee money.”