Call lines working from home is great
More and more, the call lines are transferring their calls to call takers in their own home. I think the trend is great. I wish they had done it before and asked why they couldn’t do it before. And now, of course they can.
It’s especially great for certain lines where the office culture is toxic. One line in particular has gotten a lot better because the call are not made to the call center. I cringe a little less when I call them now. They had/have a culture of gossip and ganging up and bullying the callers. It’s more difficult to do when they’re there by themselves. I’m sure that the toxic people will still be toxic, but at least they can’t get validation from others about it. I hope that line improves their other protocols as well.
They have a feedback system on that line. If they could strengthen that system and hire better workers, that system could be great.
Another game they play in that office is that it takes an hour to do a shift change so they can’t take calls for an hour before the shift change. Now that people are working from their homes, they can’t manufacture that excuse.