Customer Care Solutions

 

Off shoring call centers may not be the direction most companies are looking toward any longer. West Corporation, provider of outsourced communication solutions, announced in a press release today that because of a strong demand from clients, its West at Home program has gained over 4,500 active home agents since 2004.

 

Now at over 10,000 agents, the number of West at Home agents is expected to continue increasing to meet the specialized needs of customer demands. A recent IDC report found that “the estimated size of the current US home agent market is 112,000 and could reach over 300,000 by 2010.”

 

The West at Home program offers flexible hours and self-paced online training programs--drawing in many different applicants around the country-- from students to stay at home parents and even retirees. The at home agents manage customer service applications for an array of clients from healthcare to restaurants and financial services for example.

 

According to the release, the West at Home program can be beneficial for companies looking to reduce costs without sacrificing good customer service. The West at Home program is seamless and works well with other West customer care products. It can be utilized as either as fully outsourced or hosted solution and can adapt to call volume accordingly.

 

“West at Homes rapid growth over the past year is proof that Fortune 1000 companies are increasingly relying on West at Home contracted agents as an integral part of their customer service programs.” said Mark Frei, Senior Vice President of Sales for West Corporation.

 

 

For more information please visit www.west.com

 

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Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.