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Written by Patrick Barnard
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The remote agent model continues to gain traction in the contact center as companies are increasingly discovering the economic and operational advantages of home agents. A report from analyst firm Datamonitor predicts the number of home-based agents in the U.S. will increase by 37 percent per year over the next five years, reaching more than 224,000 agents by 2012. This is a conservative estimate. A 2006 report from IDC put the number of home agents in the U.S. at around 115,000, increasing to more than 300,000 by 2010. Other market researchers have estimated the current number of remote call center workers to be as high as 300,000 or 400,000 (of course, it all depends on your definition of "home agent"). While many companies are just now dabbling in remote agents, some embraced the model completely and offer 100 percent remote agent services. |
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