Overview
- Researchers analyzed roughly 11,000 Techniker Krankenkasse employees over two years, tracking completed customer calls and Postkorb messages in office and at home.
- On average, employees handled about 20% more calls and messages from home than in the office.
- Productivity gains flattened at around a 60% home-office share and declined beyond that level, with output worse than office work when employees stayed home more than three days a week.
- The uplift was linked to focused, low‑interaction tasks, while meetings and spontaneous exchanges remained more effective in person, the study notes.
- Fraunhofer and TK urge role‑specific, continuously reviewed hybrid policies because optimal remote shares vary by task and department.