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Homeshoring (Home-Based Contact Center Agents)

'Homeshoring' ("the transfer of service industry employment from offices to home-based employees with appropriate telephone and internet facilities" - The Macmillan English Dictionary) is a rapidly growing phenomenon in the US, primarily through the activities of home-based agent outsourcers such as LiveOps and Alpine Access.  Indeed contact center research experts IDC predict that home-based agents will triple in the next few years to account for 11% of all US agents by 2010. 

Homeshoring is also starting to gain significant traction in other markets, for example in the UK, on the back of national campaigns such as Work Wise Week and National Work from Home Day, which are receiving a lot of media attention and helping to raise awareness of home-based agents. 

Home-based contact center agents as part of a Virtual Contact Center (VCC) offer organizations significant benefits, including:

• Economic - c.30% cost savings versus an office-based agent
• Cultural - higher quality and more experienced agents
• Social - the ability to employ individuals that are unale to commute to work (e.g. the disabled)
• Environmental - reduced carbon footprint, reduced road congestion
• Technical - leveraging advances in high-speed broadband connections and secure VPNs

The award-winning Exony Virtualized Interaction Manager^TM (VIM) enables contact center business users to 'measure and manage' all the technology and resource components of even the most complex organizations, including remote-workers, home-based agents and back-office workers.  VIM helps contact center managers address one of the biggest barriers to adopting homeshoring and achieving all of its inherent benefits: how to effectively measure and manage home-based agents in real-time.

For further details on all the above, including quantification of the real benefits home-based agents can provide, download your FREE copy of the Exony Business White Paper:

"Virtual Contact Centers and Homeshoring - Driving the Benefits Home"

by clicking here