Franco West Incorporated is a call center business based in Nashville,Tennessee. The firm employs more than 300 people, yet only about half of them report to the corporate office each day. The telework program began in August 2001 as a result of the companyâ€™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,” reports Franco West’s manager Jennifer Hart. “Itâ€™s unlike any management position Iâ€™ve ever had.”
Franco West 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,” reports Eric Douglas, corporate executive. “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.
The program also has its advantages with employees. “Imagine looking forward to doing your job,” stated Customer Service Representative, Stephanie Brooks.”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.”