By Phil Kenter
One of our family friends told us that she disliked working in New York City as an investment broker/manager and was considering another career despite her financial success. She decided to try working from home and found it worked fine. She since has become more successful than before without the stress of commuting to the city every day.
In another case, the daughter of one of our clients was an equipment trainer, which required her to travel extensively throughout the country to hospitals and healthcare facilities. She convinced her employer that she could accomplish the training remotely from her home with the use of video conferencing.
That prompted an idea for us to consider. We changed our Help Wanted ad to read “Work from Home After Training. Details: www.rccjobs.com.” The site describes the job and includes a twelve-minute video of an operator processing a call.
We began to receive inquiries and requests for interviews. Applicants must train in our office for four to six weeks, four hours a day, five days a week. We usually know within the first week or two if they have what it takes.
Once fully trained, we assist them in setting up their home office. We provide a headset, electronic access equipment, and detailed instructions. They provide their own computer, per our specs, that we set up and program for them to use exclusively for us. They’re also responsible for the telephone circuit and the internet connection. In under six months, we have hired four operators, all of whom enjoy working remotely.
Because of that success, our remaining staff requested remote status too. Now 100 percent of our staff work remotely. This has resolved all our staffing problems. The midnight operators enjoy working from home in their pajamas rather than driving to the office in the middle of the night.
If we need an operator to cover for someone else, one or more of them are readily available and enjoy doing it. The same applies for weekends and holidays. If we have a major snowstorm—when no one can come in—now they all are available to log in. In the winter when we become inundated with heat calls for oil deliveries, we always have operators available. The same occurs in the summer months during a heatwave when we’re inundated with air conditioning outage calls.
When one of our lead operators moved to Florida with her family and informed us of minimal employment opportunities near where she lived, we sent her equipment. Now she continues to work for us forty hours a-week from her home in Florida.
Phil Kenter is with Relay Communications Center in Long Island, New York.