Quality and Value With Home-Based Call Center Services
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Overview: As costs began to rise and labor markets became saturated, off-shore outsourcing to countries like India and the Philippines became popular. While some calls will continue to be sent offshore for cost-cutting purposes, transactions that involve a premium customer, a sale or involved customer service issue are returning to U.S.-based call centers in droves. ""Home-shoring"" continues to creep into the call center vernacular, implying that companies should look at the use of home-based agents as a way of gaining the benefits of offshore centers (low per-unit cost). This white paper explains the term Home-Shoring and its benefits.