Telecommuting Technology and Remote Agents

With technology from Database Systems Corp., the concept of a virtual call center is now a practical reality. Consider having your call center workforce accepting and making calls from remote offices or even from home. Also consider having monitoring and control technology in place to make this scenario possible. Perhaps even your supervisors are working from home as well. Also consider having a phone system that answers your customer inquiries on its own, but with agents available if ever needed. This phone system can even contact your customers or prospects with announcements and alerts.

Allowing your employees to work from home gives you a competitive edge over traditional call centers. Now you can hire highly qualified individuals who could not otherwise commute to your center. Handicapped individuals, single parents and the elderly can now become an integral part of your remote workforce.

The following is an article relating to telecommuting technology products and services.

From www.disabilitystudies.ca

Best Practices for Home-Based Workers with Disabilities

INTRODUCTION

The home-based teleworkers in our study told us that working at home has allowed them to overcome challenges and barriers they experience in traditional workplaces. We also found, however, that people with disabilities who work at home can experience challenges to negotiating, implementing and maintaining a successful home-based work arrangement. This section presents best practices and suggestions for persons with disabilities who are considering working at home, as well as for persons with disabilities who are already working at home.

Why Would You Want to Work at Home?

For some people with disabilities, working at home is a desirable alternative to working at an employer's workplace. For others, it is not an option. It is the only way they can work.

Some of the reasons for working at home cited by the participants in this study included:

• access to disability supports
• access to assistive technology
• extreme weather
• health

Working from home enabled one participant in this study to have better access to attendant care:

"At home, I just pick up the phone whenever I need the help, and my orderlies are there."

[teleworker with disabilities]

Some participants worked at home because their employers' workplaces were not fully accessible. For example, some persons who owned their own assistive technology worked for employers who were unable or chose not to provide that assistive technology in the workplace.

For other study participants, Manitoba weather patterns presented challenges. Some told us that they worked at home because they risked falling and injuries when walking on slippery winter surfaces. Extreme temperatures intensified the pain related to one worker's disability. Working at home reduces his need to go out on cold and hot days.

Working from home enabled other participants to manage their health-related disabilities more effectively.

"Since I really started feeling the onset of [chronic condition] I get tired. And if I get tired, I can rest because I find I do get tired often, and I get tired very deeply, but I rebound very quickly."

[teleworker with disabilities]

Benefits and Costs of Home-Based Employment

Home-based work may help you be more productive in your work, maximize your contributions, or manage the effects of your disability more easily. Whatever the reason, you will want to weigh the costs and benefits of home-based work before you make your decisions.

Enhancing Flexibility

Working at home may allow you to arrange your work schedule to accommodate your needs. Working flexible hours can have a positive impact on work and family life. It can also enable you to work when you are most productive and rest when necessary.

Reducing Costs

You may find you save time and money by working at home.

"[I save money by] not having to prepare or buy lunches. I save on bus fare and dress clothes."

[teleworker with disabilities]

Managing Family Life

Telework may provide you with greater flexibility to manage your daily family demands, including the needs of aging parents or family members with disabilities:

"My [spouse] also has a disability-she has [chronic condition] very bad-and she has good days and bad days...When she has a bad day and she can't work...I can be home with her and help her with whatever she needs. So, from that point of view, working from home is very beneficial for me as well."

[teleworker with disabilities]

Increasing Productivity

Home-based work may help you to work more productively and feel better about your job.

"What I've really noticed when I'm working out of the main office is that I'm not nearly as productive. So working at home is a lot more productive than working in the main office. So that's the main benefit for me."

[teleworker with disabilities]

Tax Benefits for Home-Based Workers

Employees who do most of their work at home may claim income tax deductions for using a portion of their home as a workplace. To support your claim for workplace-in-the-home expenses, you must have your employer sign Canada Customs and Revenue Agency (CCRA) Form T2200 ("Declaration of Conditions of Employment"). For further information about tax deductions for working at home, see CCRA Interpretation Bulletin IT-352R2 and other tax information in the Resources section.

The Income Tax Act is very complex and each telework arrangement is unique. Consult your accountant and/or the Canada Customs and Revenue Agency for clarification about how this information applies to you and your organization.

SELF-ASSESSMENT: IS HOME-BASED WORK RIGHT FOR ME?

Developing and presenting a credible and convincing home-based work plan to an employer may be one of the most difficult challenges facing you. It can be particularly difficult if you suggest home-based work to an employer who has no previous experience with this flexible work arrangement.

To present a persuasive argument for home-based work, you will need to first determine if home-based work is right for you. These questions can be adapted to meet your individual needs.

• Am I the kind of person who is suitable to do home-based work? Can I work independently without much support from coworkers and supervisors?
• Do I have adequate office and storage space in my home? Do I have a room at home that I can convert into an office without causing any hardships to other members of my family or household?
• Do I have a personal computer I can use for work, or do I need the employer to supply one? Is my employer able to provide me with one?
• What is the level of my competence in computers? Can I troubleshoot minor computer problems without on-site technical support?
• · How can I involve my employer, unions and disability organizations in identifying my accommodation needs? Are there funding sources (e.g. disability organizations, service agencies, employers, etc.) who can provide me with financial support for assistive devices?

Your responses to these questions may give you valuable information to assess your potential success in home-based work.

Other tips for success:

• Improve your likelihood of success by recognizing and acting on the strengths and weaknesses that you identified above.
• Ensure you have the appropriate skills, such as word processing, to complete the job tasks without on-site support from supervisors and coworkers.
• Be clear about your work schedule and, if necessary, establish ground rules with family members, friends and neighbours.
• Manage your time by developing daily or weekly work plans and completing your job tasks or assignments within the scheduled time.
• If you spend some days working at your employer's office, try to arrange your schedule so that you conduct tasks such as reading, writing, research, planning, scheduling, data entry and telephone calls on days you work at home. Schedule meetings with co-workers, supervisors and clients for days you intend to be in the office.
• Ensure that you have the working tools-including any necessary assistive devices-that you need to enhance your job performance. For example, access to e-mail can facilitate communication between you, your supervisor and co-workers.
• Create a conducive working environment in your home office, and ensure that you are free from distractions or interruptions.