Cantebury City Council Awards Case Study 2008: Home working and job variety


How flexibility drives customer and employee satisfaction as well as efficiency at Canterbury City Council.

Summary
See why nearly half the contact centre volunteered to work regularly from home for part of their time, one ingredient of an approach to flexible working that combines call handling with face-to-face contact and achieves Customer Satisfaction scores of 90%. Home Working and job variety help retain experienced employees and integrated planning means that the council can now measure previously unquantified back-office work. With minimal IT investment, home working supports flexible working, wit absence down 20% and call handling efficiencies up 16%.

Results
  • Home working and job variety were top 2 benefits in employee survey
  • Productivity up 16% when working at home and absence down 20%
  • 2007 attrition was 5% overall
  • 90% customer satisfaction

Read the full Case Study

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