Telnet has been running a home-based worker programme since before COVID-19 made remote work ubiquitous. We asked one of our experienced homeworkers, Sarah (not her real name), to share what a typical day looks like.
7:30am: I start my day by checking the team Workplace page — there are always updates overnight about any system changes or client briefings for the day. I grab a coffee and review any notes from the previous day.
8:00am: I log into ContactSuite and Amazon Connect. My status goes to “Available” and the first call comes in within a couple of minutes. I’m supporting a utility client this morning, so I’m handling billing enquiries and outage status calls.
Morning: The work is pretty steady. Most calls are routine — customers checking their accounts, asking about a planned maintenance work that’s been communicated. SenseIQ makes it easy to have the right information ready. I can type a query and get the right answer instantly without putting customers on hold.
10:30am: My supervisor messages me on Workplace for our daily check-in. We talk for 10 minutes — she checks in on how I’m going, any calls that gave me trouble, and shares some feedback from yesterday’s QA review. It’s genuinely supportive, not surveillance.
Lunchtime: I take a proper break. One thing I appreciate about working from home is that I can make a real lunch rather than eating a sandwich at my desk. I go for a short walk — it’s important to move when you’re doing phone work all day.
Afternoon: The afternoon is busier. There’s been a weather event in the region that the client serves, and call volumes are elevated. I handle outage reports and status enquiries. SenseIQ has the latest outage map information and estimated restoration times — I can give customers accurate information in real time.
4:00pm: I log off for the day. I tidy up my notes and send a brief summary to my supervisor about the weather calls.
What I appreciate most about working from home is the absence of commuting and the flexibility it gives me around my family. The technology Telnet has set up makes it genuinely feasible — I’m not fighting with a VPN or dealing with a slow system. It just works.
