Hosted Call Center Featured Article
Contact People Predicts Recruitment Boom, Increasing Difficulties
Company officials cite research from callcenters.net reporting that Australian contact centers are now spending 69 percent of their available budgets on human resources, including salary, benefits, recruitment and training costs – with four percent going to rent. Is it all that much better where you are?
Smith also said that he sees the advantages of the home agent workforce in a flexible workforce which often begins with the onset of the holiday season and the need to staff up.
Smith points to Aussie online retail and auction company GraysOnline, which sells in excess of 120,000 items of all kinds each month to both consumers and businesses. On average every month its contact center handles 12,000 voice calls and 6,000 e-mails. Such a company has used their services, he says.
For many companies, the home agent model is a component of what the industry is increasingly starting to call 'right shoring,' or choosing a combination of domestic in-house, home agent, near shore and offshore outsourcing to create the optimum balance, the TMCnet article said.
David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Kelly McGuire