|
This
organization (Company B) is a call center business.
The firm employs 50 people, yet only four report to
the main office each day. Company B has been able to
set up its remaining 46 employees at home.
The
telework program began in October 1999 as a result of
the company's determination to create a more efficient
call center model. It now attracts higher caliber people
for the job and has helped to improve overall operations.
"Offering
a home-based work environment to our agents gives
us a happier, better quality employee, which means
we have less turnover, improved productivity and ultimately
an easier business to manage. It's unlike any management
position I've ever had."
-
Company B, Manager
Company
B touts the benefits of the teleworking program, including:
- ability
to hire quality people,
- responsiveness,
and
- financial
benefits for the company.
"So
far, the program has been a great success, especially
with its impact on the bottom line. We monitor all
of the work performed including productivity. Productivity
is higher than with our traditional call center. Employees
have fewer distractions and have developed an understanding
of how to separate home life from work."
-
Company B, Corporate Executive
The
program also has its advantages with employees. "Imagine
looking forward to doing your job," stated one
Customer Service Representative. "Never in my life
have I been so enthusiastic about working. The peace
of mind offered me by working at home for such an innovative
company feeds my eagerness to do the best job I can."
Although
the program is a success, Company B had to overcome
certain hurdles in designing and implementing the program.
Some of the initial hurdles for the company included
selling the concept to clients, managing a high volume
of teleworkers, and trying to keep it simple. Any program
of this nature can become cumbersome to manage. Streamlining
the process and keeping all employees involved in that
process is important.
The
company continues to work on improving the effectiveness
of the work-from-home arrangement. Careful monitoring
of performance, coupled with management's commitment
to keep the program on track, has been important in
maintaining a successful and sustainable program.
|
