The fastest growing area of the call center market nowadays is the home-based contact centers. It is an emergent change in the call center industry. In particular, the home-based segment has grown over the past few years. The profitable benefits continue to induce adoption of this capable and scalable service model. This is an effort to cut down cost and to provide quality service to its customers.

The Beginning

Traditional call center began soberly in 1980s. In that time, the call center location was only based mostly on the viability of a technical infrastructure and the need of young and transient workers. When telecommunication networks are widely used, the number of call centers was also enhanced. In 1990s companies engaged in outsourcing business but the expenses must be reduced. With predetermined connectivity and operating costs, less expensive labor can be a solution. Companies started to search for a cheaper labor force outside US which is now feasible using a reliable telecommunications network. With this, offshore outsourcing was done which gives satisfying solution to certain markets.

The so called home-based or virtual customer service center was introduced in the late 1990s. This model had helped to reduce costs. The geographical hurdles for hiring service professionals were also removed. Now, clientele can pay a smaller amount but still calls will be answered by trained employees. In an analysis, the virtual call center was viewed as a solution to highly seasonal businesses such as selling of flowers for Valentine’s Day. Moreover, home shopping networks which need extra personnel who will serve their clients, found the flexibility of home-based centers.

The Home-Based Model

Why do people need to come into an office to help customers? This question was answered by outsourced call center industry by improving business products, creating employment openings, safeguarding the environment and serving the people struggle globally.

The Clients

Virtual call center can handle even the most complex transactions from financial institutions, healthcare corporations, information technology firms and other organizations.

The Services

Virtual call centers provide wide range of services that will help the businesses to avoid sale fluctuations in real-time. The new service feature is the high-touch offering being provided through home-based employees that include IT help desk support, collections, and sales.

The Employees

At first, the workforce mostly composed part-time personnel. Some are performing home-based positions to complement their full-time jobs, while others stay-at-home. Now, virtual call centers suggest stable work environment with more than 80 percent full-time employees. The employees perform their job more seriously, which results to less turnover and high rate of customer satisfaction.

The Future

The at-home phenomenon was invented by analysts at Robert Baird & Co., the fastest growing area of the call center market.  IDC ( News - Alert) reported that the number of at-home CCPs will triple by 2010. Baird said that the use of at home agents can connect to a 10-15 percent cost cutback and increased agent productivity of up to 10 percent for clients. Truly, home-based contact centers reduce costs while increasing the quality of service.