Homeshoring is an Attractive Option for Service Providers As the Global Economy Continues Its Downturn, IDC Finds

FRAMINGHAM, MA – November 17, 2008 – A new IDC study confirms that homeshoring will remain an attractive option for service providers and their employees, particularly as the global economy slips into what could be a deep and protracted recession.

"Current economic ripples are buffeting American wage earners, including customer care agents, at a time when workers already face significant challenges to both their productivity and their wallets," said Stephen Loynd, program manager, Contact Center Services research. "I am convinced that when it comes to outsourced customer care, by the time we emerge from a possibly severe global recession, homeshoring will have developed into a more formidable sibling to offshoring than many would have expected just a few years ago."

Despite current economic indicators, IDC's new market forecast for U.S. home-based agents shows that the projected compound annual growth rate (CAGR) remains robust at nearly 19%. IDC is seeing a high degree of interest in this model of service delivery. Indeed, the contact center industry is replete with players moving to adopt the home-based agent offering.

This IDC study, U.S. Home-Based Agent 2008–2012 Forecast: Homeshoring in an Underwater World (IDC #214736) is based on analysis of key trends and events in CY08 and their predicted impact on the home-based services market for the five-year period from 2008 to 2012. It includes a forecast specific to outsourced home-based agents in the United States. This study also examines particularly important trends that are impacting how, depending on requirements, customer care might best be delivered.

About IDC

IDC is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications, and consumer technology markets. IDC helps IT professionals, business executives, and the investment community make fact-based decisions on technology purchases and business strategy. More than 1,000 IDC analysts provide global, regional, and local expertise on technology and industry opportunities and trends in over 100 countries. For more than 44 years, IDC has provided strategic insights to help our clients achieve their key business objectives. IDC is a subsidiary of IDG, the world's leading technology media, research, and events company. You can learn more about IDC by visiting www.idc.com.

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