A new IDC market study confirms that "homeshoring" (the antonym to offshoring) will remain an attractive option for U.S. 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. broadband enabled home-based agents shows that the projected compound annual growth rate (CAGR) remains robust a...
TMT Market Research Summaries and Analysis