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July 2, 2007 by Rich Whittle | 12 Comments

MSN Money:

You hear a lot about companies routing their customer-service calls to workers overseas, but a less-noticed trend is the growth in home-based call-center workers. The number of such workers in North America has tripled since 2000, according to an estimate by research firm Yankee Group, with more than 670,000 phone agents in the United States and Canada now working at home.

Thanks to the Internet and better call-routing technology, more companies are finding they can outsource their order-taking, sales and problem-solving calls to home-based workers, said LiveOps Chairman Bill Trenchard. LiveOps not only runs an outsource operation, Trenchard said, but it provides technology for companies that want to set up their own home-based call centers.

Home-based workers tend to be better educated and more loyal than their counterparts at traditional call centers, Trenchard said. Most of LiveOps’ workers have college degrees — Opara has a master’s — and turnover is low.

Call centers usually have no tolerance for audible distractions, so a crying baby, barking dog or ringing doorbell could get you fired. (Some companies require their workers have dedicated offices with doors to minimize potential distractions.) An operator also needs a dedicated phone line, a computer and high-speed Internet access.

Some call centers that say they are currently hiring include:

Alpine Access

LiveOps

Arise

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