Telework Benchmark Study - Best Practices for Implementation

The objective of this study is to identify the best practices of public and private sector organizations with large-scale telework programs to better understand how their programs were created and how they have grown. The criteria used to evaluate best practices include program development and administration, implementation, technology and equipment, and program evaluation. Organizations were identified based on their reputation for having large, well-established telework programs. Thirteen organizations participated, including three public-sector organization and ten private-sector companies. The industries represented include finance, government, health care, science, technology, and telecommunications. Data was gathered through telephone interviews with key representatives from those organizations willing and available to participate in the project. This study represents information gathered from 13 organizations which collectively have more than 77,000 teleworkers and nearly 60,000 additional mobile workers. The participating organizations’ telework programs have been in place for an average of 10 years.

Tags: Call Center, Call Center Implementation

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