The Growth of the Home Based Delivery Model
One of the major trends that I have witnessed over the past decade working as an analyst in CRM outsourcing has been the growth of the home-based delivery model, which effectively marries the cost benefits of virtualized working with the availability of talent that otherwise would not be likely candidates to work in a contact center. Arguably, the bulk of the growth has been out of the US, due in large part to the home-working culture found in that country; however, there is more evidence that enterprises in Canada, the UK, Germany and Australia are willing to look at the work-at-home model, too given its quality/cost rapport. There is no shortage of options within this segment of contact center outsourcing and Ovum’s latest forecast is that home-based agent delivery growth will exceed that of bricks-and-mortar based delivery for the coming 3 – 5 years. Enterprises from all sectors would be wise to look at this option for their voice and non-voice CRM requirements, in order to ascertain if it makes sense for them.