Profiting from at-home agents in contact center outsourcing (Market Focus)

An overview of the outsourced at-home agent phenomenon, looking at drivers, inhibitors and market size



Report Highlights
Market growth projections for outsourced home based agents The principal reasons why clients look for home agent based solutions, and what will continue to drive this investment The pros and cons of at-home agents from the perspective of clients and outsourcers


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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

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Table 1: Global at-home agent positions, 2006 - 2012 3
Table 2: At-home versus onshore bricks-and-mortar agent - characteristic differences 8


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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