Call centers head for homesourcing

By Michael Cooney, NetworkWorld.com, 01/25/06

So you ready for another name for outsourcing? Why not! Homesourcing, where call center agents work from home – is all the rage. IDC expects that by 2010 the homesourcing population will surpass 300,000.

My colleague Ann Bednarz this week takes a look at the phenomenon noting that in the last few years, more and more companies have built virtual call centers by outfitting agents to work from their homes. Instead of sitting in a physical call center setting, agents work from their homes. Some enterprises deploy their own home-based agents, such as JetBlue Airways. Others hire outsourcers that use home workers. Alpine Access, LiveOps, West Corp., Willow CSN and Working Solutions are among outsourcing firms that hire or contract with agents working from home. Some of their customers that have bought into the idea of home-based agents include 1-800-Flowers, the Internal Revenue Service, J.Crew, McKesson Health Solutions and Office Depot.

Back to Outsourcing Notes

Comments

Post a comment

Name:


E-mail address:


URL:


Comments:


Remember info?