Table of Contents
What is teleworking?
Teleworking consists of carrying out work activities outside the physical offices of the company and carrying them out at the employees’ homes. This requires technical equipment (PC, laptop, tablet, cell phone) and an internet connection, as well as direct communication with the company via telephone or email.
Teleworking is the work that is done remotely and is made possible thanks to the union of new information technologies and an internet connection.
Teleworking benefits for companies
Companies can benefit from implementing telework for their employees.
Some of these advantages are:
- Cost reduction: thanks to not having the entire workforce in the same physical space, infrastructures and facilities can be reduced
- Stress reduction for employees: working from home with the environment chosen by each employee, at the time that best suits the worker, helps to reduce their stress level.
- Talent retention: the worker perceives teleworking as an added value of that company, this makes him/her value staying in the company in comparison with other companies that do not have this service.
- Increased profits: working by objectives is increasingly gaining adoption over hourly work. Employees are more productive when they have set objectives and dedicate their time to achieving them.
- Reduced absenteeism: the employee has a free schedule that allows him to freely manage his agenda and combine it as needed with his working day.
- Business continuity in cases of major force: in those cases in which for reasons of major force the employees cannot develop their work in their usual workplace, teleworking is the best option to ensure the continuity of the business.
Teleworking benefits for employees
But teleworking does not only offer benefits for the company, in fact, the one benefiting the most is the employee, since it gives him/her the freedom to organize him/herself both personally and professionally and to fulfill his/her obligations.
Mobility and flexible hours: the key to success
These benefits are:
- Reconciliation of work and family: working at home makes it possible to reconcile work and family, both with children and the elderly.
- Adaptable schedule: the worker can adapt his work schedule and reserve that time for work, thus avoiding other distractions.
- Cost reduction: by not having to commute, the worker can save on transportation tickets, meals away from home…
- Increased productivity: better time management. Recent studies have shown that working more hours does not increase production, thanks to the implementation of objectives, the employee manages his day according to these objectives to be achieved.
- Good option for employees with disabilities: for these employees, the elimination of commuting is seen as a great added value for the company.
ServiceTonic: help desk software that enables teleworking
ServiceTonic enables the coordinated management of processes related to support, customer service and service management, regardless of the location of the people providing the service and the people requesting it. In this way both customers and users, as well as agents, can perform their activity from any location simply by having an Internet connection.
Benefits of teleworking with ServiceTonic
Your employees, the agents, can access ServiceTonic from any location. All you need is a computer and an Internet connection. In this way, they can quickly and efficiently respond to customer requests or inquiries.
If the employee cannot travel to his/her workplace, the customer service of your company will not be affected, since this employee will be able to solve the tickets opened by users from his own home.
1. Access to the tool through a URL
Access to the application is always through a URL, valid for both desktop and mobile devices. In this way, the agent can access his work environment from any location. In other words, access to the tool is done in the same way as if you were in the physical office.
2. Clocking-in functionality
It is not necessary to go to the physical office to clock in and record the workday.
ServiceTonic includes the timekeeping functionality free of charge, so that the employee can record their working day and the company can comply with any applicable legislation.
In this way, the agent can record the start of the working day with the tool and also record the end of the working day. In addition, the possibility of exporting the total hours in PDF, XML, CSV and XLS formats allows both the manager and the agent to keep track of the hours worked.
3. Chat Tool
Thanks to the chat functionality, the communication between the agent and the client is agile and instantaneous and they can connect from anywhere and from any device.
4. Mobility
ServiceTonic’s help desk software is also available for mobile devices, both smartphones and tablets.
Unlike other applications, ServiceTonic is not an app, i.e. no installation is required, just add the URL that provides access to the work environment to the home screen.
This has several advantages:
- Updates: ServiceTonic automatically updates the tool, so you always have the latest version of the software.
- Space on the device: since the URL is copied to the home screen, there is no need to consume device resources.
Telework for your customers
With ServiceTonic your customers can stay connected to their agents also from home, i.e. you can also offer teleworking to your customers.
The user portal and functionalities such as the creation of tickets by writing an e-mail, allow your customers to open incidents and requests from their own home.
Teleworking with ServiceTonic is possible for both your agents and your customers. All you need is a computer, PC, tablet or cell phone and an internet connection.
