If they're offering perks, I'd go for it.
Aside from that point, how did you know he was calling from his house?
If he told you that, I would be mildly concerned about an airline employee using the contact information in my reservation when not actually working or following up on something I initiated. Delta was sued and lost over something like that* several years back. [i.e. I have no problem with a call back to follow up on a lost bag or whatever from where ever that agent may be, I would be slightly suprised to get a call out of the blue from an agent, period, let alone from at home]
On the other hand, an employee willing to work proactively from home to avoid an inconvenient and potentially nasty situation at the airport a day in advance is one feat of employee motivation and loyalty and, IMO, a major customer relations plus. / "Going above and beyond" (Heck, in a few cases I've had a hard enough time getting assistance from an agent when they were
being paid to work)
[Note- my comments regarding use of contact information do not apply to any CO
employees who may be in a position to grant my wish for an upgrade before I get to the airport
* Well, not completely, but close - customer called back after buying a ticket to complain to a supervisor then got a call at home the next day at like 6:00 AM
from the original res agent (also at home) asking "What the hell did I do wrong and how can I avoid making the mistake the future?". Customer was shaken and sued both Delta and the agent for improperly protecting her personal data, neglegince, and harassment, among other things, IIRC. I can dig up the case from Lexis if anyone's REALLY interested
CO Is My Airline of Choice || Baggage Claim is an airline's last chance to disappoint a customer || Next flts in profile