Home-Based Contact Center Agents Rapidly Becoming Mainstream

<p><strong>London &mdash; Sept. 27</strong><br />The home is gaining new ground when it comes to call centers and stationing of customer services personnel. </p><p>According to the latest research published by Datamonitor, there will be significant growth in outsourced contact center agents based around the at-home model. </p><p>The report, &ldquo;The Future of Customer-Facing Technology in the Outsourced Contact Center,&rdquo; highlights some of the key reasons for what is expected to be a new way customer care firms provide client facing mechanisms. </p><p>Between now and 2012, Datamonitor expects the number of home-based customer service agents to grow at a compounded annual growth rate of 36.4 percent, one of the strongest expansion levels of any outsourcing market sub-segment.<br /> <br />&ldquo;The increase in interest in the at-home agent model is impressive and does not appear to be slowing,&rdquo; said Peter Ryan, Datamonitor senior analyst for contact center outsourcing and offshoring. &ldquo;Based on the heavy levels of investment that enterprises are making in this way of doing business, it is clear home agents are no longer a passing fancy and are rapidly becoming mainstream.&rdquo;<br /> <br />Based on extensive research across the at-home outsourcing market, Datamonitor projects the global size of the home-based third-party customer service agents working 20 hours a week or more stands at about 47,000. </p><p>Based on expected growth projections from pure-play and bricks-and-mortar vendors, however, Datamonitor expects it to rise to almost 224,000 by 2012.<br /> <br />The majority of home-based customer care agents are based in the United States. </p><p>The prime verticals for…


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