Geoff Nairn’s thought-leadership piece on mobile working explored the potential to utilise human resources based outside of conventional call centre environments. He spoke with Direct Response managing director Chris Robinson.
"The most difficult shifts for a conventional call centre are those involving anti-social hours," Chris commented. Nairn outlined how Direct Response uses home workers to provide round-the-clock cover when its office-based agents go home. "Mr Robinson says its home workers choose to work nights for a variety of reasons – some have a partner who also works night shifts, for example."
"None of the home-based workers have left since Direct Response started operating three years ago and Mr Robinson attributes this loyalty to the company's selection process and the fact that home-based agents tend to be more mature."
You can find the full piece here on www.ft.com (though you’ll need a subscription).
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telecommunications