Profiting From At-Home Agents In Contact Center Outsourcing (Market Focus)

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Summary

An overview of the outsourced at-home agent phenomenon, looking at drivers, inhibitors and market size

Market growth projections for outsourced home based agents

The principal reasons why clients look for home agent based solutions, and what will continue to drive this investment

The pros and cons of at-home agents from the perspective of clients and outsourcers

Learn about the explosive growth of outsourced home agents across global and regional patterns
Develop an understanding about how home agents can lead to lower costs and increased end-user satisfaction
Identify potential pain points with the home agent model and learn about how they can be overcome

Datamonitor View
Catalyst
Summary
Analysis
- At-home APs will grow through the coming five years
- Overall market size
- Regional concentration and trends
- At-home agents are a compelling option to potential and existing outsourcing clients
- Added-value to end-user interactions
- Alternative to offshoring
- Lower cost than domestic agents
- Positive publicity
- Outsourcing vendors can profit from at-home agents
- Vertical specialization
- Business contingency planning
- Reduced overheads
- Facilities
- Contractor model and agent empowerment
- New pool of quality agents
- Different demographic
- Unlimited geographic pool
- Stay-at-home parents
- Senior citizens
- Professional qualification
- Individuals with reduced mobility
- Lower rates of attrition
- Different demographic
- Entrepreneurial attitude
- New regional opportunities
- Established markets
- Developing markets
- Environmental positioning
- However, vendors need to address ongoing home agent concerns
- Agent monitoring
- Data protection / fraud
- Lack of team atmosphere
- Home environment distractions
Appendix
- Methodology
- Further reading
- Ask the analyst
- Datamonitor consulting
- Disclaimer
List of Tables
- Table 1: Global at-home agent positions, 2006 - 2012
- Table 2: At-home versus onshore bricks-and-mortar agent - characteristic differences
List of Figures
- Figure 1: Global at-home agent position growth, 2006 - 2012
- Figure 2: US in-bound agent comparison, facility versus at-home: 2006