(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.
More and more customer service organizations also are embracing "homeshoring
," in which agents answer calls from home without ever having to remove their slippers, as a way to attract and retain good people.
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.
Arise Virtual Solutions is expanding in the UK through its model of contracting out work to self-employed call centre staff based from home, dubbed "homeshoring
", compared with firms who offshore call centre work to cheaper markets like India.
This is a concept called homeshoring
- literally the ability for call centre advisers to work from home.
Employees based in Thurso, Caithness, are set to operate in a virtual contact centre as part of the "homeshoring
It appears that "homeshoring
," outsourcing jobs to rural America instead of overseas, continues to expand.
The hot trend in contact centers, according to many industry analysts, involves work-at-home agents (WAHAs)--a setup otherwise known as homeshoring
. (See our October 2008 cover story, "There's No Place Like Home," for more on WAHAs.)
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.
Around 15 volunteers at the centre in Thurso, northern Scotland, will operate online from their homes, using high speed broadband links in a practice known as "homeshoring
Many firms are engaging in "homeshoring
," outsourcing jobs to rural America instead of overseas.