Abstract
This IDC study examines the up-and-coming market for home-based customer care
agents. The forecast also profiles some of the key providers that are
influencing the growth of homeshoring. In the process, the document answers
questions such as the following:
- Who are some of the main providers of home-based agent services?
- What are the macroeconomic trends that will serve to carry the homeshoring market to ever-greater heights?
- Why are those influential economic trends considered systemic, with long-term implications?
- What kind of growth can the market expect over the next five years?
- What are some of the other factors that make homeshoring compelling?
"Over time, offshore outsourcing of customer care will be associated more and
more with its neglected sibling, homeshoring. Ironically, outsourcing therefore
will be associated not only with the offshoring of U.S. jobs, but also with the
expansion of employment opportunities in the United States. Offshoring's
underestimated sibling, homeshoring, is about to hit a growth spurt." - Stephen
Loynd, senior analyst, IDC's CRM and Customer Care BPO program.
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