Homeshoring: Working in a call center from your own home. The future?

Customer Service personel will work in the near future more and more from their own homes. This says a survey published by Datamonitor. One of the main conclusions is that there will be significant growth in outsourced contact center agents based around the at-home model. In the report, “The future of customer facing technology in the outsourced contact center,” it is expected that a new way of which customer care firms work is on our frontsteps. Between now and 2012, it is expected that the number of home-based customer service agents will grow at a annual growth rate of 36.4%. This is one of the strongest expansion levels of any outsourcing market sub-segment. They prediction is that the total at-home customer service agents will hit 224,000 in 2012. Currently Datamonitor thinks that approximately 47,000 call center agents work at home. So the trend isn't new, it is only going faster. The most of the call center agents now work and life in the USA but the rest of the world will follow quickly.

The increase in interest in the at-home agent model is impressive, and does not appear to be slowing

More information: Destination CRM

 
EXTRA FIELD-5:homeshoring, toekomst, callcenter, agent