Associated Press- March 19, 2007

“Companies are sending thousands of customer service, tech support and sales jobs to people’s homes, rather than to call centers here or abroad. The practice, dubbed ‘homeshoring’ by one analyst, is attractive because it’s cheaper than using domestic call centers and more likely than offshoring to produce a worker who can relate to customers’ needs and circumstances.

For example, booking travel or calling for roadside assistance would benefit from someone who knows the geography.

‘To have somebody who’s never experienced one of those situations trying to take your phone call really creates a very unproductive relationship,’ said Arise CEO Angie Selden, who has about 4,200 home-based agents who work more than 30 hours per week.”