Arise, a leading global provider of virtual business process outsourcing (BPO)
solutions, today announced the release of Frost & Sullivan’s White
Paper, “The Homeshoring Phenomenon”. Frost & Sullivan explores the benefits of
virtual BPO and contact centre services, the main drivers and challenges
faced, as well as best practices and lessons learned from businesses
implementing homeshoring.
Dorman Followwill, Frost & Sullivan’s Partner and Director of Europe,
Israel and Africa, said, “Virtual BPO services, also known as
Homeshoring, has established itself as a major trend in the contact
centre space. The drivers for this include benefits such as
agent-on-demand flexibility, enhanced agent quality, improved Net
Promoter Score (NPS) and Customer Satisfaction (CSAT) scores, matching
agent capabilities more closely to customers needs, reduced attrition,
improved availability of multi-language skills, and improved sales
revenues, all while regularly offering cost reduction. Homeshoring
providers have also addressed challenges inherent to the model, such as
remote workforce management and security, making it an attractive model
for many businesses. We consider this trend to be one of the most
important global ‘Mega Trends’ we track every day.”
New business models and technological progress have popularised the
virtual model that allows professionals to work from home in a secure
environment. By cutting the geographic leash with a virtual model,
companies gain access to a wider, more capable, and more experienced
pool of talent. A wider sourcing pool also promotes easier access to
more specialised skill sets for the workers.
Followwill continued, “The Arise model also brings other additional
benefits. Perhaps most strikingly, this approach offers companies the
benefit of flexibility. A high percentage of independent business owners
work part time, and as they are not tied to a specific window of hours,
can be brought on quickly to adapt to changing customer demand.”
Third party providers who use an independent business owner homeshoring
model deliver savings by offering a “pay for utilisation” model, where
clients only pay for actual time utilised. Frost & Sullivan studies on
contact centre agent behaviour show that “up to 40% of agent time is
wasted on non-productive time, such as lunches, breaks, and supervisor
meetings. As independent business owners are only paid for calls
serviced, this results in a substantial cost saving. While the savings
experienced varied, a leading UK online retailer reported savings of
over 30%.”
If you would like to obtain a free copy of the white paper “The
Homeshoring Phenomenon,” please email marketing@arise.com
or download the white paper from
www.arise.com .
About Frost & Sullivan
Frost & Sullivan, the Growth Partnership Company, enables clients to
accelerate growth and achieve best-in-class positions in growth,
innovation and leadership. The company’s Growth Partnership Service
provides the CEO and the CEO’s Growth Team with disciplined research and
best-practice models to drive the generation, evaluation, and
implementation of powerful growth strategies. Frost & Sullivan leverages
50 years of experience in partnering with Global 1000 companies,
emerging businesses and the investment community from more than 40
offices on six continents. To join our Growth Partnership, please visit
http://www.frost.com .
About Arise:
Arise is one of the world’s leading providers of virtual business
process outsourcing (BPO) solutions for brands seeking to improve
service quality and results. Arise provides the technology to deliver
business processes using an independent home-based workforce delivering
increased flexibility, on demand, i.e. only charged on a productive
minute basis. Arise can access a geographically unbound and higher
calibre workforce, with a different demographic, motivated to provide an
improved service and better cultural fit.
Arise is committed to providing a breakthrough in customer service
delivering:
* Improved agent skills and empathy, better matched to a client’s end
customers
* Highly motivated people running their own businesses, choosing the
brand they work with, the hours they work
* Availability when a client’s customers need it via the communication
channels they choose
* Pay for performance with on demand flexibility in 30 minute intervals
* Sustainable workforce bringing diversity and facilitating carbon
footprint reduction
* Award winning collaboration tools that improve performance by
redefining learning, driving continuous improvement and increased
agility, consistency and scalability
Through the guiding principle of Undisputed
Top Performance(TM), Arise’s virtualisation model is able to
best match its resources to specific client needs, enabling unparalleled
flexibility for companies to grow while improving customer
satisfaction. Founded in 1997, Arise provides access to more than 25,000
entrepreneurial, Independent Business Owners and client support
professionals in the United States, Canada, the United Kingdom and
Ireland. No other company better understands how to bring the
virtualisation model to life for premium brands. For more information on
Arise, please go to www.arise.com .
SOURCE: Arise Virtual Solutions Inc.
Frost & Sullivan Joanna Lewandowska, +48 22 481 62 20 Corporate Communications – Europe, Frost & Sullivan Joanna.lewandowska@frost.com or Arise Virtual Solutions Inc. Peter Hargittay VP, Marketing & Sales Operations marketing@arise.com or Arise Virtual Solutions International Limited Karin Elliott, +44 7957 803983 VP, Corporate Development & Marketing, EMEA kelliott@arise.com
Copyright Business Wire 2012
Source Article from http://www.marketwatch.com/story/frost-sullivan-the-homeshoring-phenomenon-2012-07-26
