Virtual Call Centres and Homeshoring Information

In recent years, many companies have moved jobs to other countries because costs are much lower. This is known as offshoring. It has not always been beneficial due to complaints about poor service and communication difficulties. With advancements in technology and the surge in internet use, we are now living in a world that has numerous methods of communication. Businesses are now turning to technology to improve their operations. One trend that is attracting companies is homeshoring.

Homeshoring is where a contact centre equips employees with the right communication equipment that will allow them to work from home. Companies are now choosing homeshoring in response to such call center difficulties as the need for better agent quality, frequent turnover, and the seasonal aspect of the business. A business or industry will enlist a contact company to provide their requested services. The at-home employees will perform the job duties as outlined by the contact company. Technologies such as broad band allow the contact company to recruit, train, and retain skilled staff to perform a wide variety of tasks from their home. These employees will handle calls and connect securely with the business network. Managers can monitor calls for quality control purposes and keep an accurate account of data. Homeshoring is becoming popular because it is a cost-effective way of supplying qualified workers.

The major benefits of homeshoring include:

Reduced Overhead: Employing home-based workers will reduce building costs. This can include lighting, heat, taxes, maintenance, equipment, and office furniture. Workers are based from home which will eliminate infrastructure, set up costs, and overhead costs.

Satisfied Employees: With a flexible work schedule, employees will be more likely to stay in their jobs. They do not have to worry about a commute to work and they will be working in the comfort of their own home. Homeshoring is perfect for workers who have problems with mobility such as disabled individuals, senior citizens, and parents who have to stay home to raise their children. There will be less recruitment and training costs because a happy employee will be more likely to stay, thereby decreasing staff turn over.

Environmental Benefits: By not commuting to work, there will be a decrease in energy costs. This means less air pollution and less strain on our natural resources.

Acquire high skilled workers: For professionals who are retired or recently laid off, homeshoring may be an attractive way of bringing in extra income. Homeshoring also attracts workers whose language, culture, and working schedules meet their clients needs.

Reduced Down Time: Businesses will see a reduction in down time such as a computer system crash. If one at-home computer fails, it will not affect the other home workers. In a traditional call centre, the crash of a system could immobilize all the computers.

If you are facing tough times at the moment the virtual call centre model may well provide the platform to reduce your costs whilst benefiting your customers!


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The leaders of the great call centers in each industry meet once a year at the call centre awards ceremony of SQM Group. They award the most prestigious North American contact centre awards.