Call centers must begin changing the way they do business. Flexible hours and telecommuting are beginning to take hold at several companies, but few call center employees currently enjoy that perk. Comcast has a pilot program in place that allows some high-performing call center employees to work from home, and Advance/Newhouse Communications’ Bright House Networks also has some telecommuting call center workers. About 250 employees at Cox Communications’ Alabama call center telecommute now. That number will expand to about 300 next year, said Mae Douglas, the operator’s chief people officer. Some cable companies are getting smarter about how they let their call center workers do their jobs. Bright House’s call centers are predominantly run by and staffed with women, said Jennifer Mooney, group vice president of public and government affairs. The company launched a telecommuting program for call center workers a year ago and the company is looking to expand it in the next year. Comcast is currently piloting a telecommuting program in one of its divisions, according to senior vice president of human resources Charisse Lillie.

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