Here is a link to an interesting article by Forbes on how larger companies are using virtual workers to improve customer service. This is nothing new, but it's an interesting read and something nearly all business can leverage to their benefit, if they do things right.
While this article talks about larger organizations, there really is no reason that small business cannot take advantage of cost savings and productivity improvements associated with a well thought out and implement virtual worker program. Even here at Jenaly, we take advantage of virtual workers every day. Hardly a day goes by where at least one of our staff is not working remotely. In all cases, what I see is that the remote worker is equally as productive and effective as those of us working in the office. Sometimes even more so!
We work with multiple clients that do this too. Right now, we're working with a client to implement a sophisticated call center application where some times, based on day of the week or time of day, the call center agents may be working from their home instead of the office. This is one of JetBlue's claims to fame. When you call JetBlue, you never speak with someone working in a JetBlue office. You speak with one of their customer service agents, who are working from their home, but you would never know that. That's because the technology is seamless, as is the experience to the caller. The call can be easily transferred from the customer service agent, working from their home, to others who may be working at their home or may be in JetBlue's corporate office. The caller does not know and does not care, becaus they are being taken care of.
That's the key. The technology is there. Your business can benefit from reduced costs and the same or better customer service experience. The employee can benefit from flexibility, reduced commuting costs and maybe even reduced stress. The customer experiences the same, or even better, first class treatment that you want to be known for. It's a win all around. If you have not yet embraced a remote worker policy for your company, do it. You won't be sorry!
