Work at Home Call Centers on the Rise
USA - Homeshoring trend making a big impact on business
North West based ITL has seen a 40 per cent increase in
companies choosing to implement permanent home-working for
employees, particularly in the call centre sector. This trend,
dubbed homeshoring by ITL, is a cost-effective, green
alternative to the operational expenses associated with a
central business premises.
Technologies such as video conferencing and presence
functionality are used to check employee availability, and
instant messaging, email and video allow workers to gain
real-time information to resolve issues quickly, revolutionising
the potentials of home working.
Dave Griffiths, head of the ITL Unified Communications Business
Unit, commented on this trend:
"Many businesses looking to avoid large overheads and promote
green credentials are turning to homeshoring instead of offshore
outsourcing as it offers improved manageability.
We've also found evidence that homeshoring increases staff
productivity due to increased morale. Staff turnover in several
call centres has fallen from between 25 and 35 per cent to only
around ten per cent when workers are based at home. Companies
using home-working solutions also benefit from more diverse
workforces, as parents, workers over 50 and those with
disabilities find working from home more convenient than an
office environment.
Homeshoring offers huge potential for businesses to increase
efficiency and productivity whilst reducing spending. It may
prove to be the major
technological advantage for business in the next decade."
