Explore more Categories
Artificial Intelligence involves the science and engineering of developing intelligent machines
The manufacturing world is at a cusp of a new revolution that will redefine conventional business models
IoT will have a major impact on businesses and consumers in the future
The world is creating 2.5 exabytes of data daily
Our research seeks to connect-the-dots across multiple trends
Personal Robots are Set to Be a $19 Billion Market
Strategic Analysis of BREXIT and its Implications to Industries, Economies and Societies
Time for a Digital Revolution in the Women’s Health Market
iFrost is a digital platform for interactive and dynamic reporting of data.
The TOEs are a great source of information which gives corporates critical information on companies to action for their strategic investments either as an open source platform or to collaborate and to develop successful products
Exploring Trends and Growth Opportunities for Latin American Providers
save 15 %
* Required Fields
Pay by invoice
The remote work modality is rapidly becoming the norm among office workers throughout the globe. Remote work is a way to work outside the employer´s premise. One common alternative to on-site work stations is the home office. In this scenario, the employee uses their own house as a workplace, but working from cafes, co-working spaces or any other location would also apply. According to the International Telework Academy for Latin America and the Caribbean (ITA-LAC), remote work promotes a sustained, inclusive and sustainable economic growth, full and productive employment opportunities, and a better work and life balance for employees. The main difference between remote work and a work at home agent (WAHA) is that the former covers all types of professionals, working remotely from anywhere, while the latter is a term that is restricted to contact center agents who work from their homes. WAHA is a prominent growth opportunity for the customer care industry, including both outsourcing service providers (SPs) and organizations with in-house contact center operations. Contact centers today are presented with a myriad of challenges, including raising saturation levels in the labor pools of key urban areas, and strong competition for skilled talent from adjacent industries, such as financial services, hospitality, airlines and services. This is making it harder for business process outsourcing (BPO) centers to find the right talent at the right cost. WAHA provides a unique solution to this challenge as it allows BPOs to tap into a larger pool of potential employees. As a matter of fact, the benefits of WAHA for contact centers are many and include but are not restricted to lower costs compared to an in-site operation; access to an untapped talent pool that is unable or unwilling to commute to work; ability to establish operations in cities, regions or even countries where the company does not have physical infrastructure; and better work-life balance for employees, which leads to lower absenteeism and attrition rates. Without exception, all the CCSPs interviewed for this research (AlmavivA do Brasil, GOL Linhas Aereas, Sitel, and Teleperformance Colombia) expect to see extremely high growth rates in terms of WAHA agents in LATAM in 2020. The overall contact center outsourcing services market is forecast to exhibit low single-digit growth in the number of agents in 2020, year over year. This study explores the best practices, benefits, challenges and growth opportunities for WAHA, and provides real examples of successful implementations. Author: Sebastian Menutti
Frost Radar™: Australia Customer Experience Outsourcing Services, 2021
Impact of COVID-19 on Healthcare Contact Centers
Digital Customer Journey Analytics Provide a Hyper Personalized Customer Experience
North American Contact Center Buyers Guide, 2021
North American Customer Experience Outsourcing Services Market Growth Opportunities
Frost Radar™: Latin American Cloud Contact Center Market, 2021
Social Media Analytics Transforming Global Customer Experience (CX) Services
Global Visual Engagement Tools Growth Opportunities
Philippines Telecommunications Customer Experience Management Study 2021
Philippines Retail Banking Customer Experience Management Study 2021
smart home market
nutritional supplement market
residential energy storage market
well intervention market
composite materials market
energy storage market
functional beverage market
packaged food industry
plastic waste management market
Don't have an account? Create One!
Enter your Email Address here to receive a link to change password.
If you are an existing frost.com user, please register using the same email for seamless access
Already have an account? Login!
Use your Linkedin account to login or register within our store.You're just one click away.