The Great Debate: Employed v Gig Model

As contact centres grapple to determine a future operating model on a backdrop of increased homeworking, the attitudes of a new generation of workers and a desire to find a better work-life balance are driving contact centre leaders to start thinking differently.

The Great Debate will focus on two alternative approaches to flexible working: the ‘Gig Model’ and ‘The Employed Model’ pitching Sensée, the contact centre business renowned for its successful homeworking model, against Limitless, a business that has successfully deployed a gig workforce to deliver contact centre capabilities.

The difference between these approaches is how colleagues are employed. For the gig worker, they are independent contractors, online platform workers and temporary workers. Gig workers enter into formal agreements with on-demand companies to provide services to the company’s clients. They have high levels of flexibility and autonomy. For the employed worker, they have the security of a job with laws and regulations to protect them.

How it will work

We plan to have some fun! Sensee will open the debate and propose why flexible working is appropriate in most settings, the ethics behind it and the security it provides. Then we’ll hear from Limitless who will oppose this approach and present how gig working can meet the needs of both customers and colleagues.

You will be invited to share your comments and questions through the Zoom platform, which will be shared live by our Chair of the debate, Leigh Hopwood.

After closing comments from both the proposer and the opposition, you will be invited to vote on the statement: Flexible working is appropriate in more settings than gig working.

Members only. People responsible for contact centre operations.