Profiting from at-home agents in contact center outsourcing (Market Focus): Industry

Profiting from at-home agents in contact center outsourcing (Market Focus)

Published Date: October 2007

Published By: Datamonitor

Page Count: 13

Order Code: R313-26615

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Description

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Introduction

An overview of the outsourced at-home agent phenomenon, looking at drivers, inhibitors and market size

Scope

Total global market size for the outsourced at-home agent market Factors encouraging investors to use outsourcers with home based agents Advantages for contact center outsourcers to use home-based agents Key areas of concern around the use of home based agents

Highlights

Market growth projections for outsourced home based agents The principal reasons why clients look for home agent based solutions, and what will continue to drive this investment The pros and cons of at-home agents from the perspective of clients and outsourcers

Reasons to Purchase

Learn about the explosive growth of outsourced home agents across global and regional patterns Develop an understanding about how home agents can lead to lower costs and increased end-user satisfaction Identify potential pain points with the home agent model and learn about how they can be overcome

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