Executive Briefings

Customer Service Operations--Bring It on Home!

Homeshoring is a new and expanding practice that allows customer service agents to work from home instead of in centralized call centers. Some large American companies are even bringing some of their customer-service operations back from India, the Philippines, and other offshore locations to take advantage of homeshoring.
Industry analysts estimate there are 140,000 home agents, who field sales calls, customer complaints, and questions for such companies as GSI Commerce Inc., General Electric Co., and Staples Inc.
The number of home agents will more than double to 330,000 nationwide by 2010, Stephen Loynd, a senior analyst at IDC Corp., predicted. "Offshoring's underestimated sibling, homeshoring, is about to hit a growth spurt."
Source: CRM Daily, http://www.crm-daily.com

Homeshoring is a new and expanding practice that allows customer service agents to work from home instead of in centralized call centers. Some large American companies are even bringing some of their customer-service operations back from India, the Philippines, and other offshore locations to take advantage of homeshoring.
Industry analysts estimate there are 140,000 home agents, who field sales calls, customer complaints, and questions for such companies as GSI Commerce Inc., General Electric Co., and Staples Inc.
The number of home agents will more than double to 330,000 nationwide by 2010, Stephen Loynd, a senior analyst at IDC Corp., predicted. "Offshoring's underestimated sibling, homeshoring, is about to hit a growth spurt."
Source: CRM Daily, http://www.crm-daily.com