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The Year Of the Home Agent

January 29, 2008
OK, you may have noticed that I write about home agents. A lot. You're probably thinking, "Sounds great, but does anyone actually do it, aside from a few high-profile companies?"

I was starting to wonder the same thing myself.

You see, every year, I am responsible for tabulating the Customer Interaction Solutions Top 50 Teleservices Agencies Rankings. On the application, we ask about the number of home agents a company has.

For the past several years, while I was busy extolling the virtues of the home agent model, the number of companies acknowledging home agents was depressingly small.

Though I have no final numbers yet, I'm happy to report that THIS year, the numbers appear to be WAY up. In fact, some traditionally brick and mortar call center companies are reporting more home agents than call center-based agents.

The time has come! Will keep you posted when I finalize the stats.


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