Employees working from home

Here's how I manage the performance of my homeworkers and keep them motivated

Freedom Direct Ltd (holidaysyoulike.com is a trading name of Freedom Direct Ltd), based in Newcastle, is one of the UK's largest independent travel agents. The company handles over 2,000 customer calls a day using a mix of call centre and home-based staff. IT Director, Mark Sutton describes how the company has combined technology and management techniques to maximise performance and overcome the common pitfalls of homeworking.

What I did

Pick the right staff

"We took the decision to utilise homeworking six years ago. When we started, homeworkers accounted for 10 per cent of the workforce. It's been so successful that a quarter of our 130 staff now work full-time from home.

"Recruiting the right people is crucial. Although training is provided, we've learnt that homeworking suits some better than others. It's important to address that at interview by asking candidates about their skills in time management, communication and self-discipline. If a homeworker doesn't have or develop the necessary skills, their performance drops and they're ultimately harder to motivate."

Provide support

"Our homeworkers have inductions and training at head office and are included in staff meetings and company outings to help them feel part of the team.

"We have a dedicated manager in the office whose role is to monitor homeworkers but also to provide support and keep them in touch with the company at large.

"A member of our IT support team is also assigned specifically to homeworkers. If you don't allocate responsibility for support, there's a risk that homeworkers' needs get sidelined, which can be de-motivating."

Use technology

"We worked with Totem Communications to develop an inbound call handling system. The system seamlessly incorporates homeworkers into our call centre operation. This helps us monitor calls more efficiently and allows us to check which homeworkers are logged on or off. It also helps us measure productivity against the targets set.

"In addition, we use a Voice over IP (VoIP) service that routes phone calls via a broadband internet connection. As well as delivering cost savings, this allows us to monitor homeworker's calls and record them for training/quality purposes. This was an option that was previously only available for call centre staff.

"To improve day-to-day communication, we use a computer messaging service as well as email. It means that when an employee is logged on at home, communication is instantaneous."

What I'd do differently

Recognise the difference

"We've learnt that homeworking is a distinct and different discipline and homeworkers therefore require tailored support to thrive. Early on, we were sometimes guilty of an out of sight, out of mind attitude."

Invest in technology sooner

"We now make full use of the technology available. Looking back we should have taken the plunge and made the investment earlier."

Subjects covered in this guide

• Introduction
• Advantages and disadvantages of employees working at home
• Types of work and skills suited to home working
• Employment contracts and working from or at home
• Kitting out people who work at home
• Manage employees who work from home
• Your health and safety obligations towards homeworkers
• How technology can facilitate working from home
• Responsibilities of homeworkers
• Here's how I manage the performance of my homeworkers and keep them motivate

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