Home-based Call Centers catching on
An MSNBC article, “Just Don’t Ask if they’re in PJs” touches on fast-increasing cost-cutting tactic: hiring US-based call agents. This has been cited as an alternative to the more expensive in-house operators or the allegedly less-qualified offshore call centers.
As much as 30 – 40% savings on the cost of each call are made since it frees the company from providing work space or benefits. Advantages cited by approving clients are high worker retention, increased customer satisfaction, and even blizzard-proof phone operations (in the case of workers based in arid Salt Lake City).
IDC research firm says that with the rapid growth of the home-based phone phenomenon, more than 100,000 workers are now taking calls right in the comfort of their own homes. Largely contributing to this are breakthroughs in phone and broadband technology that simplifies companies’ forwarding calls to their home-based workers while allowing the latter access to internal corporate database systems.
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