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- Coronavirus has put the industry, which employs some 1.3m Britons, or about 4% of the workforce, in a particularly tight spot. Only 10-20% of call-centre employees typically work from home, reckons Ann-Marie Stagg of CCMA, an industry body. Many call centres take payments, making home-working risky from a legal perspective.
www.economist.com/britain/2020/04/04/britains-call-centres-are-overwhelmed-and-overhauling-how-they-workBritain’s call centres are overwhelmed and overhauling how ...
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Mar 17, 2021 · Jon Lewis, Capita's boss, said that the group's call centre staff no longer need to be based in a single location and revealed the business is shifting to a 'hybrid' work model.
Apr 4, 2020 · Only 10-20% of call-centre employees typically work from home, reckons Ann-Marie Stagg of CCMA, an industry body. Many call centres take payments, making home-working risky from a legal...
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May 14, 2021 · HSBC has confirmed its 1,200 call centre staff will remain at home permanently. Outsourcer Capita has said many of its 16,000-strong call centre workforce in the UK can do the same, while rival...
Nov 10, 2020 · 1. Retaining Knowledge. Call centre workers are a fountain of knowledge. They have to be. Because whenever a customer phones up, they want an answer. And they want it to be quick and accurate. They don’t want a customer service representative who drones on for no purpose.
The Health & Safety Executive requires employers to conduct workstation assessments for staff using Display Screen Equipment (DSE), whether they are office or home-based. The HSE says that there isn’t a requirement if staff are working from home “temporarily”, but as time goes on some contact centre home working is likely to feel semi ...
