Research Corner - Telecommuting in IT Support: Survey Results!

Download Jan 09 Telecommute report

In 2006, WorldatWork reported that telecommuting trends have been steadily on the rise in America. In the summer of 2008, a poll by Reuters showed that more than 1/3rd of U.S. technology workers would be willing to take a pay cut to work from home. What are HDI members doing in their support centers?

For this survey "telecommute" was defined as "to work for an employer from a remote location such as a home office. These employees are often referred to as teleworkers, remote employees, or virtual employees."

Results represent 410 responses collected from HDI Members via an on-line survey from January 15, 2009 through January 20, 2009.

How much Telecommuting is going on in IT support centers? 

5% of support center analysts telecommute full-time (includes employed and contracted)

33% telecommute with some regularity (even if it is less than once a month)

42% of support centers have analysts who telecommute at least once a month (includes employed and contracted)

34% of support centers have analysts who telecommute at least once a week (includes employed and contracted)

17% of support centers have analysts who telecommute full-time (includes employed and contracted)

How do people feel about telecommuting?

·         Most respondents believe that telecommuting saves the company money and gives them an advantage in hiring skilled staff.

·         About a quarter believe the benefits of telecommuting staff do not outweigh the hassle.

·         The jury is out about whether it is okay for the customers to know they are being supported from an agent who is not working in the office.

·         The concept of telecommuting does not seem to be accepted widely across all levels in the company. We want to know…which demographic has a problem with the concept in your organization? Is it the CEO and/or executives who don’t approve? Or, do you think it is a generational difference, not a hierarchical one? Let us know in the comment section below.

 

What expenses are companies paying for remote employees?

Of those who have support analysts who telecommute most are paying for the remote hardware and software.  Just under ½ are paying for phone and Internet connections. And office expenses such as supplies, furniture, utilities, and ergonomic considerations are not paid for by most companies.

 

What are your thoughts about telecommuting? Let us know!

If you have topics that you might want to see in the future monthly HDI Research Corner, comment below.

Download Jan 09 Telecommute report

 

Related resources:

Reducing Call Center Costs:  White Paper: 51 Ways to Reduce Contact Center Costs

Future Trends in the IT Support Center:  Focus Book: The Support Center in 2011: A Report on the future Trends Facing the Support Industry

 

Jenny Rains

Research Analyst, HDI

 

 

 

 

 

 

Comments

[IT Consulting Company]

Recent survey reveals some useful insight about the IT consulting industry.