Sutherland@Home

Sutherland@Home is a business process solution that employs a totally virtual business model which utilizes a national pool of skilled home-based associates and is supported by Sutherland’s robust and advanced technology infrastructure.

The Opportunity

The Business Process Outsourcing industry is constantly challenged to identify cost effective and operationally efficient solutions. In many markets, the local labor pool is either exhausted or demand for skilled workers has increased wages to levels that limit the cost effective supply.

The Solution

Sutherland@Home leverages two decades of Business Process Outsourcing experience to deliver Customer Life Cycle and Back Office Life Cycle Management solutions. Every Sutherland@Home engagement benefits from cutting-edge technology, high system availability and stringent security policies. Advanced staffing and training techniques ensure that results meet or exceed brick and mortar solutions.

Sutherland@Home can be a vital part of a RightSourced ™ off-shore, near-shore or onshore solution. Customers in the Technology, Retail, Communications, Healthcare, Travel & Hospitality and Banking & Financial Services industries are able to realize significant efficiencies in overall productivity, employee attrition, real estate expenses, training costs and work force management.

Sutherland@Home Benefits

• Cost Efficiency - Due to the absence of physical infrastructure and the automation of processes such as screening, hiring, training and monitoring.
  
  
• Recruitment - Access to a nationwide talent pool not restricted by local demographic factors. Highly proficienct employees drive service quality and productivity.
  
  
• Continuity of Business - Employees are located across multiple geographies. Time zone efficiencies can be maximized, and operations be shifted across locations to provide business continuity.
  
  
• Staffing - Fluctuating call patterns are an unavoidable reality while staffing levels must be maintained to meet peak volumes. Staffing schedules can exactly match call volumes and arrival patterns, thus eliminating excess costs.

Sutherland@Home Differentiators

• Personality Assessment - Sutherland has developed online assessment tools that screen potential applicants for the personality traits and work habits required to be successful in the home based work environment.
  
  
• Web Based Training - Online learning tools allow associates to participate in instructor-led and self-paced training sessions.
  
  
• Technology - Through a combination of virtual machine and software based thin client technologies, Sutherland provides secure access for associates who must provide their own PCs and high-speed internet connections.
  
  
• Workforce Management - Workforce management tools rank home based associates on performance levels and top ranked associates are given top priority in work schedules and promotional opportunities.