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Outsourced Home Agents: Virtual Contact Center Hype Gets Reality Check (Strategic Focus)
Datamonitor, Nov 2009, Pages: 30
The use of home agents by contact center outsourcing vendors has increased rapidly in the last few years. Datamonitor examines whether the model has the potential to become widely adopted.
Scope
- This report examines the rise of the use of home agents in the contact center outsourcing industry, on a global basis.
- It includes estimates on the number of home agents deployed, and a forecast of the growth of this market to 2012
Highlights of this title
While the growth of the home agent market has been slow due to a fixation on labor arbitrage, home agent growth will continues to outstrip that of the contact center outsourcing market.
While there are significant cost benefits of using home agents, the savings cannot compete with its fellow remote model offshore outsourcing. In a survey of vendors, cost savings was seen as only the sixth most important benefit, while improved quality and flexibility came out on top.
Key reasons to purchase this title
- Gives an independent assessment of the potential of the home agent market, cutting through some of the hype that has been generated in media
- Provides results from a survey of outsourcing vendors that provide home agent services
- Contains an estimate of the size and growth of the home agent market
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