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Profiting from at-home agents in contact center outsourcing (Market Focus)
Market Briefing, October 2007, 1516  €


Description

IntroductionAn overview of the outsourced at-home agent phenomenon, looking at drivers, inhibitors and market sizeScopeTotal global market size for the outsourced at-home agent marketFactors encouraging investors to use outsourcers with home based agentsAdvantages for contact center outsourcers to use home-based agentsKey areas of concern around the use of home based agentsHighlightsMarket growth projections for outsourced home based agentsThe principal reasons why clients look for home agent based solutions, and what will continue to drive this investmentThe pros and cons of at-home agents from the perspective of clients and outsourcersReasons to PurchaseLearn about the explosive growth of outsourced home agents across global and regional patternsDevelop an understanding about how home agents can lead to lower costs and increased end-user satisfactionIdentify potential pain points with the home agent model and learn about how they can be overcome


Sommaire
 
DATAMONITOR VIEW 1
CATALYST 1
SUMMARY 1
ANALYSIS 2
At-home APs will grow through the coming five years 2
Overall market size 2
Regional concentration and trends 3
At-home agents are a compelling option to potential and existing outsourcing clients 3
Added-value to end-user interactions 3
Alternative to offshoring 3
Lower cost than domestic agents 4
Positive publicity 5
Outsourcing vendors can profit from at-home agents 5
Vertical specialization 5
Business contingency planning 6
Reduced overheads 6
Facilities 6
Contractor model and agent empowerment 7
New pool of quality agents 7
Different demographic 7
Unlimited geographic pool 8
Stay-at-home parents 8
Senior citizens 8
Professional qualification 9
Individuals with reduced mobility 9
Lower rates of attrition 9
Different demographic 9
Entrepreneurial attitude 9
New regional opportunities 9
Established markets 10
Developing markets 10
Environmental positioning 10
However, vendors need to address ongoing home agent concerns 10
Agent monitoring 11
Data protection / fraud 11
Lack of team atmosphere 11
Home environment distractions 12
APPENDIX 13
Methodology 13
Further reading 13
Ask the analyst 13
Datamonitor consulting 13
Disclaimer 13
List of Tables
Table 1: Global at-home agent positions, 2006 - 2012 3
Table 2: At-home versus onshore bricks-and-mortar agent - characteristic differences 8
List of Figures
Figure 1: Global at-home agent position growth, 2006 - 2012 2
Figure 2: US in-bound agent comparison, facility versus at-home: 2006 4
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