Tackling FTE headcount reduction – switch from in-centre to home-based support. It can optimise shift flexibility, improve employee satisfaction and lower costs.

More and more companies embrace a home-based support model as they recognise the benefits that come hand in hand with this approach to customer service. But what about Full Time Equivalent (FTE) headcount?

Can a home-based support model lead to FTE headcount reduction?

Rather than having agents sitting in-centre with very few calls during quieter periods, a work-at-home model allows businesses to carefully target peak times, ensuring they have the right amount of staff throughout the day. This, in turn, leads to FTE headcount reduction for the programme.

A switch from in-centre to home-based support also results in:

Shift flexibility with a switch from in-centre to home-based support

Home-based support models improves flexibility, particularly for organisations who experience significant demand peaks and troughs at various points in the day.

Take, for example, a company receiving most of their calls from mid-morning to lunch time, followed by a quiet period between 14:30 – 15:30, building again to another significant peak from 16:30 onwards. A home-based support team allows scheduling their workforce to mimic their call arrival times.

This level of flexibility isn’t so easily achieved in-centre as agents would travel to and from the centre for each shift, with many people finding these conditions unacceptable or uneconomic.

Many home-based support agents, on the other hand, prefer part-time, weekend and evening work as this allows them to handle other commitments such as child care or university studies, for example. A clear advantage to a switch from in-centre to home-based support.

Cost benefits with a switch from in-centre to home-based support

Implementing a switch from in-centre to home-based support and a subsequent FTE headcount reduction also helps to reduce costs by improving agent utilisation. During downtime hours, where there’s little or no call volume, staff are able to do other things than just and wait. This leads to significant cost reduction within the programme.

So, for the majority of businesses, a home-based support team can lead to a FTE headcount reduction, optimise shift flexibility, improve employee satisfaction and lower costs.

To find out more about how a switch from in-centre to home-based support can lead to FTE headcount reduction, please get in touch!

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