I?ve identified five companies that offer ?homesourcing? services
along the same lines as the two companies you?ve listed. All of the
articles I found describing this industry repeatedly named Alpine
Access and Willow and the five companies I?ve listed below.
I?ve also included a selection of business and trade press articles
that discuss this trend in outsourcing. I hope these will be helpful.
Please let me know if you need additional case studies or more
detailed implementation project descriptions and I will be happy to
find additional resources for you.
Wishing you well for your project.
~ czh ~
HOMESOURCING, VIRTUAL CALL CENTER COMPANIES
3340 Hillview Avenue
Palo Alto, California 94304
West at Home
West Corporation Corporate Headquarters
11808 Miracle Hills Drive
Omaha, NE 68154
Toll Free: 1-800-762-3800
1820 Preston Park Blvd Suite 2000
Plano, TX 75093
324 North Fairfax Street
Alexandria VA 22314
3100 Broadway, Suite 100
Kansas City, MO 64111
Phone: 1-800-722-8827, ext 2010
To contact our Chief Operating Officer, Michael Amigoni,
For more information, email us at firstname.lastname@example.org
ARTICLES HOMESOURCING AND VIRTUAL CALL CENTER TRENDS
Wall Street Journal, January 12, 2006
Outsourcing Jobs to the Den: Call Centers Tap People Who Want to Work at Home
January 26, 2005, CFO.com
''Home-Sourcing'' vs. Offshoring
It's not all about price; allowing people to work at home ''leads to
a virtuous cycle of productivity.''
Cost-effective 'homesourcing' trend grows
Call centers head for homesourcing
As the new breed of telecommuters, home-based agents may become the
norm for companies operating call centers. To boost productivity, call
centers need to offer quick and easy electronic access to information
about policies and procedures, keyword searches and answers to most
frequently asked questions.
From CRM Magazine March 2006
Keeping Balance in the Center
Organizations no longer have to choose between efficiency and
effectiveness as contact center technology evolves. Here, five
approaches to service and efficiency equilibrium.
JANUARY 23, 2006
Call Centers In The Rec Room
"Homeshoring" takes off as moms and others provide an alternative to offshoring
High Tech High Touch Solutions produces and delivers the top ranking
Help Desk Professionals Conference and Expo and the Government
Customer Support Conference and Expo.
homesourcing virtual call center
Request for Answer Clarification by
08 Aug 2006 07:41 PDT
Hi czh. Good job on finding additional companies, these look like what
I'm trying to find.
On the case studies - I was actually looking more for technical case
studies, they will be a little more difficult to find, and will most
likely be in trade publications and/or the equipment manufacturer's
web sites, such as Cisco, Genesys, Avaya, Mitel, Nortel, etc. These
case studies generally describe the tools purchased and implemented,
the timeframe, the products that were integrated into the solution and
sometimes some technical diagrams (network diagrams, etc.). If you
don't want to spend a bunch of time looking this up, let me know and I
will post a separate question. Thanks for your efforts on this.