President’s Corner
TelCoa thanks U.S. Representatives Jim Himes, Rosa DeLauro, and Elizabeth Esty for introducing the Multi-State Worker Tax Fairness Act, H.R. 4085, 113th Congress. We strongly support this crucial legislation. The bill would finally eliminate the telecommuter tax, a steep penalty often resulting in double taxation of income that interstate telecommuters earn at home. The telecommuter tax unfairly burdens telecommuters and their employers and limits telework adoption. Congress must make the Multi-State Worker Tax Fairness Act law! TelCoa and other advocates are working to secure the bill’s enactment, but we need your help! >>> Read More...
Guest Columnist
4 Great Examples of Telework’s Impact by: Brie Weiler Reynolds As champions of telecommuting and flexible work options for all, we certainly don’t have to tell TelCoa readers about the benefits of telework--we all know and love them. But as organizations like ours work to spread awareness of, and support for, flexible ways of working, it’s really important to remember the individuals for whom we work--the millions of professionals whose lives would be positively impacted by more access to telework and flexible jobs. At 1 Million for Work Flexibility, we hear daily from supporters about why they support the expansion of flexible work options for all. Here are four great examples of why work flexibility, including telework, is vitally important to individuals, to companies, and to society. >>> Read the entire blog at...
Hot Topics & Links
"Working from home not for everyone, but it can still be a 'win-win' for many workers and employers" is an article in the Cleveland Plain Dealer featuring TelCoa President Chuck Wilsker and Advisory Board member Diane Stegmeier. For the complete article, > click-here... -------------------------

Telework & Persons with Disabilities


Outbound Customer Contact – tougher to recruit and retain – Does it have to be that way?

Outbound Call Center Featured Article,

By TMCnet Special Guest, Jack Heacock, Senior Vice President of The Telework Coalition


We all know the importance of recruiting and retaining the very best people throughout the contact center industry. Not only are they key contributors for providing high-quality service, first contact resolution, customer satisfaction, and an ongoing positive relationship with customers, but they are also especially difficult to retain for outbound work.

Outbound contact center work requires talent that is courteous, yet tenacious; flexible, but firm; detailed and factually oriented; while at the same time maintaining a professional decorum and a results-driven acumen beyond the skill levels of inexperienced representatives.

Programs of limited duration such as product recalls, political or customer preference polling, and direct sales campaigns add to the challenge of finding, training, and managing effective talent. During periods of economic downturns, reminder calls on account obligations to financial institutions are especially difficult areas for representatives to address and resolve successfully.

In fact, outbound has on occasion been categorized as …not for the ‘faint of heart’, requiring specialized training and resolute skills by those who take on the responsibilities. That makes outbound contact center work one of an HR department’s most difficult assignments to fill.


Does it have to be that way?


NBC’s Today Show had a segment discussing why telephone agents are a company’s first line of defense in tackling calls and that employing disabled people to work from home is a growing trend. Companies and workers are recognizing the benefits of providing opportunities for certain employees to skip the commute to the office and work from home.

Today Show financial editor Jean Chatzky reports.

For a show summary and interviews with workers, click here.

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