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> Employees working from home completed 13.5 per cent more calls than staff in the office — meaning Ctrip got almost an extra workday a week out of them.

Were they working 7 days a week? I usually wouldn't be willing to describe 13.5% as "almost 20%".

At the company I work for (also a travel company), quite a few people in the call centre work remotely simply because the business grew faster than the building. IT had already started working remotely and after a few trials management just concluded it worked well. I'm not actually sure how many people work remotely now (I work on the other side of the planet, so I can't see them).

Interesting article. I think in this specific example call centre employees almost NEED to be remote to be successful whereas tech work don’t.

>It is not so simple. There are lots of factors that could lead to such a ban, including a culture in which remote workers tend to be slacking due to low morale. Also, we were studying call-centre work, which is easily measured and easily performed remotely.