Recruiting staff to cover seasonal peaks proved to be difficult for Enterprise Rent-A-Car largely because the contact center’s location in the garrison town of Aldershot didn’t draw new staff as well as nearby London. Moreover, many skilled agents who were highly trained had to relocate due to their partner’s British Army transfers.
Enter the need for a remote working option. As a WEconnect International member buyer, Enterprise searched for a certified WBE to help design a steady, reliable and cost-effective service much like they had piloted in the U.S. for staff living in remote areas. The search ended once they found Communications Solutions (CS).
CS managed Enterprise’s complex needs with unparalleled expertise. They created a supply framework to provide remote workers with headsets that offered the same voice clarity as a traditional contact center. In addition, CS also offered a cleaning and refurbishment service to sanitize headsets between agents, so they could be presented ‘as new’ to subsequent agents. Moreover, because Enterprise requires homeworkers to provide their own computer equipment, CS created a dedicated web-portal with approved products to simplify the process for staff needing to buy or upgrade their equipment.
From an inaugural six people working in the comfort of their own homes, the program grew rapidly to almost 250. Staff as Far as the Orkney Islands now work part-time or flexi-time to help during sudden peaks in call volume.
Such is the success of their remote and flexible working initiative, that Enterprise won Home Agent Operation of the Year and Best Use of Technology categories at the London and South East Contact Centre Awards 2016.
“The cost savings that Communications Solutions UK have secured for our business have been important,” says Payal Choudhary, Enterprise operations coordinator. “But equally I value their friendly and helpful service. Over the years I have always been able to rely on a prompt response to my enquiries and working with Julie’s team is always a pleasant experience.”