Homing In
The call center may become a thing of the past--home-shoring is poised to make its mark on the economy. What's in it for you?
They say you can't go home again. But maybe you can, after all. Home-shoring--employing homebased, virtual workers in the U.S.--is the latest work-sourcing trend. There are already 100,000 homebased phone representatives working in the U.S., according to a November 2004 report by global market intelligence and advisory group IDC.
Companies are home-shoring for many reasons: Offshoring has become a political hot potato and a potential PR problem, and companies are encountering cultural, security, work-quality and language troubles when they ship work offshore. Dell, for example, redirected technical support calls back to the U.S. from India in 2003 after customers complained about the quality of service.
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