(aka cyberagents): Refers to the growing trend of shifting many jobs so that the employee works out of his or her home instead of the office.
yields better service, according to research, because it attracts more experienced workers who like the scheduling flexibility and the opportunity to skip commuting to work.
of agents shows a lot of promise with reduced overhead costs, extensive workforce availability, and higher morale, which for many agents, results from working at home.
Martin Stacey, programme manager for industry champion Call North West, added: "Increasingly, organisations in the region are looking at Homeshoring
as a method of ensuring they have the highest skills available at the times they are required.
This is a concept called homeshoring
- literally the ability for call centre advisers to work from home.
The hot trend in contact centers, according to many industry analysts, involves work-at-home agents (WAHAs)--a setup otherwise known as homeshoring
Home-Based Agent 2008-2012 Forecast: Homeshoring
in an Underwater World" projects that the number will grow at nearly 19 percent per year, with over 300,000 agents by 2010.
a third nearshore, a third offshore, and the remaining 10 percent in a homeshoring
environment with flexible workdays' doesn't work," Kokes says.
Contact centers, in particular, have begun to explore the homeshoring
or work-at-home agent model, a model with many green benefits.
Contactual too has jumped on the homeshoring
bandwagon with their latest Contactual OnDemand Contact Center Version 6.
He believes homeshoring
has the potential and opportunity to expand far beyond handling inbound and outbound calls.
But as companies learn about the unique mix of cost savings and high quality service that the homeshoring
model delivers, they see that lowering expenses and hiring Americans are no longer mutually exclusive goals.