Show me the way to go home. - Telnet - ContactCenterWorld.com Blog
With the recent press coverage and Telnet blogs on the subject of Homeworkers, you’d be forgiven for thinking this was a new thing for us. Not at all, we’ve supported remote and homeworkers at Telnet for well over 5 years now, and that doesn’t even include our remote office product, Octopus.
As well as staff “on the phones”, over the years we’ve had a number of other roles working remotely – from quality and software development to business development and marketing – both around NZ and in Australia.
Why, you might well ask, is 2014 any different?
By bringing together our web based “ContactSuite” application, our online training and some smart technology to tie it together, we’ve made it easier. All our homeworkers need to work for Telnet is a phone line a computer and an internet connection.
Our homeworkers use ContactSuite, just like our staff in the office – they just log on to a secure server from their own home computer or laptop. Once logged in they connect to our phone system and are logged into the queues. In fact we’re even making this easier this week – so that rather than dialling the office, ContactSuite will call the homeworkers!
Obviously one of the harder things to sort out when you have a lot of homeworkers, is the interaction you have at the office – learning about new products or processes, and just having the opportunity to chat with co-workers
We’ve thought of that too – along with our ContactSuite knowledgebase and notifications, we’re using the cloud for that – with Litmos for training and a collaboration tool called Bitrix24 to allow our teams to keep in communication.
We’ve got more improvements planned and in the works – including a whole new ContactSuite that will be launched later in the year – but that’s a story for another blog!
Publish Date: March 6, 2014 5:00 AM
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