Noncore is predicting a surge in the rise of ‘homeshored’ contact centre advisors in 2011, as businesses face up to a growing dilemma between the need for cost reductions and an increasingly demanding customer base. Homeshoring, which made its entry into the Macmillan English dictionary last year, is emerging as the most viable solution, according to Noncore analysts who have been examining the subject for some time.

Bringing the contact centre home – literally – is without doubt the best route for consumer–facing businesses now. Although the ability to ‘telework’ from home has existed for almost 20 years now, homeshoring is a very different and more complex proposition. It requires a skilled workforce with disciplined shift patterns integrated into the operation of a virtual contact centre and the access to real time voice and data.

• Employing Homeshored Advisors reduces typical office costs such as space, furniture, heating, lighting and parking.

• Attrition is a real issue in the contact.
• Center industry currently running at 22% per year.

• Disabled workers, elderly or new parents, who would find commuting impossible, are now able to work.

• Reduced commuting and energy costs leads to a lower carbon footprint.