Call centre staff homeward bound
The rise of home-based call centre staff, or being ‘homeshoring’, as IDC labels it, is being fuelled by the need to improve agent productivity. It also has the advantage of reducing staff churn and arming companies with greater flexibility to respond to peaks in demand.
"Over time, offshore outsourcing of customer care will be associated more and more with its neglected sibling, homeshoring," says Stephen Loynd, senior analyst for IDC's CRM and Customer Care BPO service.
"Ironically, outsourcing will therefore be associated not only with the offshoring of US jobs, but also with the expansion of employment opportunities in the US. Offshoring's underestimated sibling, homeshoring, is about to hit a growth spurt."
By 2010, IDC estimates the numbers of US home agents will reach 300,000 compared to 112,000 today.
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