As opposed to outsourcing call center operations to international companies, many companies are now "homeshoring" to united states-based firms. If you extend this trend to the emerging South American and Latin American call center market, you can see industry analysts claiming there's a revolution occuring.
Spurring this trend to homeshoring, or "homesourcing" is the availability of technology to properly train, network and manage home-based agents. This allows the outsourced call center to rapidly expand operations, and the number of agents used, while maintaining low overhead costs.
In a story on TMCnet a leading distributed contact center technology and services provider in the U.S., announced today that the company is contracting with more than 16,000 home-based customer service and sales agents, or home agents. The company expects that number to reach 20,000 agents by year-end.
CSI has recently implemented Virtual Observer in a number of outsourced call center environments, allowing them to record calls and manage quality assurance.
This blog features many contact center industry news stories and also assembles tips for improving agent performance and customer experience, helping teams evolve into world class contact centers. It's an open forum for call center supervisors, agents, vendors and managers to contribute news, stories, anecdotes and other useful information with their peers. Industry vendors and analysts are encouraged to share client success stories.
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