Outsourcing Companies Bet On Home Based Call Center Agents
When companies began adopting home based models, the goal was to reduce costs within the company by encouraging flexible work sites and times, while reducing overhead costs. A goal much attuned to the ever growing business of outsourcing. And while the adoption of home based work has been minimal as compared to outsourcing work, it has been gaining renewed attention among companies, not only among private companies, but also outsourcing companies looking to become even more competitive, especially in the already highly competitive call center services outsourcing market.
Nashville headquartered company, Sitel, is one company who is currently adopting a home based call center outsourcing model and is currently making efforts to ensure more competitive solutions. On the 27th of October, the company released the results of its implementation of inContact’s eLearning and eCoaching Solutions, wherein they attributed increased agent efficiency as well as enhanced collaboration and reduced training costs on top of the savings reaped from its home based model.
One outsourcing company that is a huge proponent of home based work is outsourcing company Alpine Access. The company attributes its successes to its home based or virtual call center model. On the 3rd of November, the company announced that its revenues for the third quarter of 2010 grew by 30% over the prior year, and it further cites that this is their 14th consecutive quarter of year over year growth and the 4th consecutive quarter of double digit expansion. According to Christopher Carrington, CEO of Alpine Access, “We [Alpine Access] founded the virtual call center model because we knew there was a better way to deliver quality customer service. Our outstanding revenue and customer growth, as well as esteemed industry awards, proves we are on the right track.”
Another company reporting good results stemming from a home based call center model, is outsourcing services provider, American Support, who on the 9th of November, announced that it was named one of the fastest growing private companies in the Triangle Business Journal. According to American Support CEO Matt Zemon, “Our biggest success last year was moving to a 100 percent home-based customer service model. With home agents we are able to recruit from across the country and get the best possible talent to support our customers. Because we provide our employees with a living wage as well as excellent health benefits and save the typical employee 250 hours of commute time, we now receive over a thousand applications every time we recruit.”
Meanwhile, Cincinnati based customer relationship management (CRM) services provider, Convergys Corporation (NYSE:CVG), announced on the 11th of November that they are looking for home based agents all over the country to fill seasonal home based agent positions. This is to address the higher call volume centers face during the holiday season for Harry & David’s. According to Anne Tyler, Senior Manager of Recruiting for Convergys’ Home Agent Program, “Convergys has an immediate need for home agents from around the country.”
Other companies that employ home based call center agents include Xerox (NYSE:XRX) subsidiary, ACS, Kelly Services (NASDAQ:KELYA), and Teletech (NASDAQ:TTEC).
The continued global recovery and the increasing acceptance and adoption of outsourcing as a beneficial business strategy will surely bring forth an increased adoption of the home based model as well; especially since the competition in the global outsourcing market is ever increasing among many industries, especially within the outsourcing staple, the call center outsourcing industry. Currently, it is a race to get ahead of competition and adopting a home based model allows companies to offer value at par with other companies offering on- site customer relationship management services at a fraction of the cost.
Audrey B is a Strategic Solutions Executive of Infinit Outsourcing, a leading call center outsourcing company that caters to small and medium enterprises. It offers boutique call center outsourcing services that allow companies to gain a competitive advantage in their respective industries.