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Remote Workers and the Contact Center (Databook)

Published by: Datamonitor

Published: Jul. 9, 2007 - 9 Pages


Table of Contents


LIST OF FIGURES
Catalyst
Summary
Definitions
AGENT POSITIONS
Total Number of Remote Agent Positions
Remote workers by function
Remote workers by geography
APPENDIX
Further reading
Ask the analyst
LIST OF FIGURES
Figure 1: Total number of agent positions against remote agent positions
Figure 2: Remote workers by function
Figure 3: Remote workers by geography
LIST OF TABLES
Table 1: Contact Center definitions
Table 2: Total number of agent positions and remote agent positions
Table 3: Remote workers by function
Table 4: Remote workers by geography

Abstract

Introduction

Datamonitor has previously tracked the market for three key types of virtual worker, home workers, branch workers and back office/knowledge workers. These are all types entirely appropriate to the theme of virtualization as they represent the bulk of remote worker types which are part of the virtualization trend .

Scope

  • Forecasts agent position growth for remote workers in the contact center to 2010.
  • Breaks the function of remote workers into home-workers, branch workers and back-office / knowledge workers.


    • Highlights

    The expansion in demand for products and services, will put pressure on contact centers to utilize non-traditional agents. As such there will be a strong growth in the number of remote agents working for the contact center between 2005 and 2010.

    Datamonitor estimates that one tenth of the total agent position population in 2010 will be remote workers.

    Reasons to Purchase

  • Gain insight into key remote agent growth patterns.
  • Identify the fastest growing regional markets for remote agents.


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