Recent Press Releases
01/04/2006

IDC Finds the Number of U.S. Home-Based Agents Will Nearly Triple as Economic Forces Drive Expansion of Homeshoring

FRAMINGHAM, MA – JANUARY 4, 2006 – According to a newly published IDC study, the use of home-based customer care agents, which IDC has labeled homeshoring, will continue to gain momentum through 2010. The study finds that the growing phenomenon of home-based agents is being driven not only by the need for more productive agents, higher retention rates, and greater flexibility in responding to peaks and valleys in voice traffic, but also by a set of key macroeconomic trends.

"Over time, offshore outsourcing of customer care will be associated more and more with its neglected sibling, homeshoring," said Stephen Loynd, senior analyst for IDC's CRM and Customer Care BPO service. "Ironically, outsourcing will therefore be associated not only with the offshoring of U.S. jobs, but also with the expansion of employment opportunities in the United States. Offshoring's underestimated sibling, homeshoring, is about to hit a growth spurt."

Today, there are an estimated 112,000 home-based phone representatives in the United States. By 2010, IDC predicts that number could reach over 300,000 as companies increasingly develop and invest in home-based agents, either with their own employees or by hiring outsourcers.

The study, Home-Based Agent 2005-2010 Forecast and Analysis: Converging Economic Forces to Drive the Expansion of Homeshoring in the United States (IDC #34514), examines the up-and-coming market for home-based customer care agents. The study also profiles several key providers that are influencing the growth of homeshoring, and offers essential guidance for companies seeking to adopt a successful home-based strategy.

To purchase this document, call IDC's Sales hotline at 508-988-7988 or email sales@idc.com.

About IDC

IDC is the premier global market intelligence and advisory firm in the information technology and telecommunications industries. We analyze and predict technology trends so that our clients can make strategic, fact-based decisions on IT purchases and business strategy. Over 700 IDC analysts in 50 countries provide local expertise and insights on technology markets. Business executives and IT managers have relied for 40 years on our advice to make decisions that contribute to the success of their organizations.

IDC is a subsidiary of IDG, the world's leading technology media, research, and events company. Additional information can be found at www.idc.com

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