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Kevin Horgan - The AA's Home based call centre - Background and Driver

Kevin Horgan, Head of The AA's Home based call centre explains the pressures and conditions to the AA setting up their Home Based Call Centre centred on Cheadle Hulme, Cheshire.

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Most workplaces are only occupied 45% of the time they are available and they are only available some 60 hours out of a possible 168 that they are being paid for.

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