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

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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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DATAMONITOR VIEW: CATALYST; SUMMARY
ANALYSIS: At-home APs will grow through the coming five years; Overall market size; Regional concentration and trends; At-home agents are a compelling option to potential and existing outsourcing clients; Added-value to end-user interactions; Alternative to offshoring; Lower cost than domestic agents; Positive publicity; Outsourcing vendors can profit from at-home agents; Vertical specialization; Business contingency planning; Reduced overheads; Facilities; Contractor model and agent empowerment; New pool of quality agents; Different demographic; Unlimited geographic pool; Stay-at-home parents; Senior citizens; Professional qualification; Individuals with reduced mobility; Lower rates of attrition; Different demographic; Entrepreneurial attitude; New regional opportunities; Established markets; Developing markets; Environmental positioning; However, vendors need to address ongoing home agent concerns; Agent monitoring; Data protection / fraud; Lack of team atmosphere; Home environment distractions
APPENDIX: Methodology; Further reading; Ask the analyst; Datamonitor consulting; Disclaimer
List of Tables: Table 1: Global at-home agent positions, 2006 - 2012; Table 2: At-home versus onshore bricks-and-mortar agent - characteristic differences
List of Figures: Figure 1: Global at-home agent position growth, 2006 - 2012; Figure 2: US in-bound agent comparison, facility versus at-home: 2006

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