Contact Centres To Turn to 'Homeshoring'?
With the jargon in the telephony based customer services industry increasing daily, cvomes a new word: Homeshoring!
We now have conatct centres, call centres, customer service agents, offshoring etc, but according to a press release from Kana, a US based company providing customer service solutions globally, the new buzz word is 'homeshoring' and it is BT who are pushing this new idea fron contact centre workers.
It's news story reports that:
"BT claims that a growing dilemma between the need to lower costs and the demands of increasingly selective
customers will force UK businesses to turn to ‘homeshoring’ call centers. The idea of homeshoring is that calls are routed to skilled customer service agents working from their own homes, rather than in physical call centres.
Dr
Nicola Millard, a futurologist at BT Global Servcies, explains “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 to allow specialists to answer customer calls based on skills based routing.”
Analyst group Gartner estimates that businesses could save as much as 10 percent of their costs by making efficient use of contact
centre homeshoring, as well as significantly lowering their carbon footprints. Millard argues that homeshoring is the most viable solution for improving the quality of contact centre customer support whilst simultaneously lowering costs.
She believes that one of the five key drivers which are likely to lead to a growth in homeshoring is the growing importance of environmentally sustainable business practice. It’s estimated that the four million CSAs working in the US, UK and Canada produce more than six million tons of CO2 every year."
Download full news item here
Source: KANA press release
