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Virtual call center cuts turnover, boosts productivity

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in Leaders & Managers,Management Training

Customers who phone the call center at Ascend One, a debt management company in Columbia, Md., are likely to talk to an employee who’s dressed in pajamas.

Since 2006, the organization has allowed its call center employees to work from home, and about half of them—300 or so—have accepted the offer.

The arrangement has lowered turnover and boosted productivity by about 10%.

The company also offers traditional benefits such as medical, dental and vision coverage, along with a 401(k), tuition assistance, help with adoption expenses, and voluntary benefits such as pet insurance and legal services.

Contact: Jennifer Realo, executive VP, at (410) 910-1735. 

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