‘Work-From-Home’ Plan for Call Center Agents

MANILA, Philippines – Call center agents working the graveyard shift are no strangers to crime.

A police report last June revealed that authorities arrested two suspects who allegedly held up a call center agent and took her mobile phones while she was on her way to work at around 11 p.m.

While police were able to arrest the suspects, they were unable to retrieve the mobile phones of the victim.

Another report said that a call center agent was mauled while robbers carted her valuables in Bacolod.

Aware of the risks call center agents face when they leave their homes at odd hours, a software firm is pushing for them to simply work from home, giving them the much-needed safety that they need from theft and other crimes.

“Let’s face it: if I have a daughter who will work the graveyard shift who will have to commute alone…there’s too much risk. And I think their concern is valid. The thing is, there’s still this pool of agents that we do not know about who has the aptitude, the skills, the knowledge, to be contact center agents but we cannot tap them because of these concerns,” said Edgar Doctolero, Avaya’s Country Director.

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