Customer Contact Strategies Blog

More Evidence that Telecommuting Augments Performance

Posted by Michele Rowan

September 25, 2014 at 2:30 PM


Unversity of Illinois 2014 Telecommuting Study:

Results from a recent study on benefits and limitations of telecommuting was released by the University of Illinois; here's the scope and top line findings:


  • 500 surveys were mailed to full-time US based professionals across a broad scope of jobs
  • 300+ employees responded, and another 150 (managers of the employees) also responded
  • 1/3 of the respondents worked from home or in a satellite office part-time, 2/3 worked from home full-time.
  • Home-based employees were rated on job dedication and working well with others (vs. their in-house counterparts)
  • Telecommuters have lower stress and tend to work longer hours

Could it be that telecommuters still often represent the "cream of the crop", or highest performing employees, and therefore skew survey results like these?  Certainly on the enterprise side of remote working, this could be the case.  Many organizations have invited just a fraction of their corporate or enterprise staff to telecommute.

But another meaningful reference point is telecommuters in contact centers.  80% of companies surveyed by Customer Contact Strategies in February 2014 reported that their home-based contact center employees had lower absenteeism, similar or better productivity, and higher employee satisfaction scores compared to their in-house counterparts.

So two more meaningful reference points that both en masse and from this recent smaller sample, telecommuters perform (at minimum) as well, and often better, than their office-based co-workers.

More data and case studies on telecommuting returns for enterprise workers, contact centers and support roles will be shared at the Remote Working Master Class, Laguna Beach, CA, November 12-13.  Two days of extensive thought leadership and benchmarking.

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Topics: Remote Working

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