The transition to working remotely went pretty well, though her cat sometimes still vies for her attention when Alana is on calls. They needed someone to talk to,” she says. “I’ve had calls where when I ask, ‘How are you?,’ people have started crying. While Alana doesn’t directly respond to red Emergency button pushes, she has received calls from Members who are stressed out during a difficult year.
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“At the end of the day, you know you just helped someone out,” she says. In her role helping Members with using their vehicle mobile app,* 26 managing their OnStar accounts and similar tasks, Alana says she always gets a sense of accomplishment. And, like Sarah, she enjoyed being able to stay home on cold days: “When it snows, when there’s a blizzard, when it’s zero degrees, I can just stay home and not have to worry about it.” Alana moved into a new apartment when she began working from home, so she’d have space to set up a home office. “I just think, ‘If I was working on-site, I wouldn’t be home for another hour,’” she says. So you don’t miss any of the firsts - the first steps, the first anything.”Īlana began working with OnStar in 2020, and now that she’s working from home, she enjoys not having to commute to and from work each day. “Instead of getting a picture of what my son did, I just hear a yell from upstairs and I come running and I can see it with my own eyes. And they appreciated no longer having to brush snow off their cars in the winter: “We don’t even mind if there’s a blizzard.”Ībove all, Sarah says the biggest benefit of working from home is that “you’re not missing those precious moments” as her son grows up. They saved money by downsizing from two vehicles to just one. No longer commuting to an office afforded several perks to Sarah’s family. “I think that maybe more people have activated their OnStar because of COVID-19, just in case something happens.
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From her perspective, OnStar’s added peace of mind has been a welcome assurance for drivers during an uncertain year. Sarah works in provisioning, meaning she helps people who have just bought a new or pre-owned Chevrolet, Buick, GMC or Cadillac vehicle to understand the many features and benefits of OnStar and to sign up for a plan. “So we tell him, ‘Mommy’s going to work,’ and he knows the basement is for work.” “You can’t tell a baby to be quiet,” Sarah says. Plus, it helped their son understand what was happening. On a practical front, Sarah and her wife set up an office space in their basement so they could have a specific area to focus on their work. So, Sarah and her wife, who is also an Advisor, had to adjust their work schedules to take care of their son, who’s now nearly two years old.
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Day cares were closed, and many babysitters were unavailable. “Who’s not excited to wear pajamas at work?”ĭespite that optimism, there were some hurdles to clear when switching to remote work. When companies began working remotely last spring, some people dreaded it. “We do sometimes need to get out the house and get that human interaction with coworkers and catch up with them. “I think that’s a positive for everyone with working from home,” she says.ĭespite being with family more, working from home also created some moments of feeling isolated. Plus, she says she has had more time to get things done around the house and spend more time with family. She also adapted to using just two monitors versus the three she had at the contact center.įor Stephanie, one of the perks to working from home is having some schedule flexibility to be able to pick up her four-year-old son from school on her lunch breaks. To stay focused, and ensure she had privacy for conversations with Members and law enforcement, Stephanie established a specific work area in her home. “With more people at home, I feel like that left them vulnerable because thieves knew where their vehicles were located,” she says.
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Summer storms occasionally knocked out power to her home, preventing her from working (other Advisors were able to step in), and she says the volume of stolen vehicle calls remained high. “I just love helping our Members get their vehicles back.”ĭespite some initial challenges, working remotely has gone smoothly for Stephanie overall. “I just couldn’t imagine being in that situation,” Stephanie says. She and her colleagues help connect Members with police, and can help police departments locate - and even in some cases remotely slow down - stolen vehicles to recover them quicker and safer. Stephanie, who has been with OnStar for seven years, responds to Stolen Vehicle Assistance* 18 calls, assisting in that frantic moment when a Member realizes their vehicle is not where they left it.