KnowHow Case Study 2012: Homeworking and annualised hours


Homeworking and annualised hours

Click to see the full Case Study, Conference Presentation and the Site Visit Agenda.

Understand how a wider journey of change at KnowHow includes flexible working that has cut seasonal recruitment by 90% in the retail peak.

See the flexibility toolkit in action at KnowHow, where MyTime brings flexibility into scheduling to resource seasonal peaks. Workload is double the normal weekly volume, but seasonal recruitment is down from 820FTE to 82FTE for one department and 86% of associates are in favour of the scheme. A clear ‘scheduling mandate’ sets out agreed rules and there are now 170 home-workers – 120 of whom had previously worked at the Nottingham site, now closed. The changes form part of a wider strategic journey of change. KnowHow has brought the contact centre in-house, upgraded their IVR and placed firm emphasis on the customer in colleague training and coaching.

Results
  • Seasonal recruitment down 90%
  • 86% of associates in favour of the new scheme
  • Savings of circa £500k from MyTime alone
  • 120 technical agents became homeworkers when the Nottingham site  closed and a further 50 volunteered from Sheffield
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Take a look at these articles, videos and links
2012 Winners & Case Studies
Editor’s choice: Jan-March 2013
Flexibility is more than Scheduling - Report from the 2012 Regional Seminars
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See the latest articles on Real Time and Tactical Planning
See the latest articles on Scheduling


 

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