It’s simple. Employee retention hinges on employee happiness. For the call center, this simple point is an important one. Call center turnover is a prevailing problem in the industry today, and businesses are striving to come up with creative ways to attract and retain the best talent possible. 

More so than ever, the option to telecommute is being offered as an additional incentive for new and current employees. The growing capabilities of mobile communications and cloud technology are allowing call center employees to work from home seem like a surefire strategy going forward. However, is it wise to sacrifice performance for the sake of happiness?

The obvious thought is that telecommuters slack off at home, and therefore get less done. Recent research has shown, however, that call center employees working from home actually took more calls and worked more hours than their office counterparts.   They also took fewer sick days. More production at less expense means greater profits for the company. Moreover, due to the more comfortable work environment (extra time for sleep, increased time with family, no dress code), these telecommuting employees were less likely to quit their jobs. Success!

Companies that offer telecommuting are able to dip into a larger talent pool than was previously available. Staffing is no longer limited to local candidates. Instead, employees can be recruited nationwide, or even globally, increasing the odds of finding better talent.

The antithesis of this philosophy is Yahoo. At complete odds with the above strategy, Yahoo CEO Marissa Mayer is completely eliminating telecommuting starting in June. The company believes that impromptu team meetings and hallway discussions are an overlooked x-factor for fostering creativity in the office. Mayer fears that the distance between employees in a telecommuting environment stifles communication and collaboration.  

The results of this decision are yet to be seen, but additional research has suggested that telecommuting can, in fact negatively, impact performance for certain types of work. Essentially, the more menial and repetitive a task, the worse employees perform at home. Less boring and creative roles, however, continue to thrive in a telecommuting environment. It seems the lack of structure engenders creativity, while the office promotes repetitive production.

The ultimate choice seems to rely on the company’s industry and culture. As far as call centers are concerned, it seems that telecommuting is the best route for those that are seeking talented and long-term employees.