Christian Montoya
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Outsourced Call Centers Return, To U.S. Homes
Home workers, such as Quigley-Hogan, represent one of the cheapest models for customer service. There are an estimated 60,000 people doing call center work from home.
“It provides a lower cost point than other traditional means of onshore customer service,” says Chris Carrington, who runs Alpine Access, the Denver-based company that Quigley-Hogan works for. Carrington says the low overhead of having home-based workers allows him to charge 20 percent less for the same services provided by brick-and-mortar call centers in the U.S.
“We don’t have big buildings and we don’t have all of that infrastructure cost, and so we’re able to pay our people more and as well as lower our price for the customers we serve,” he says.
Even with these cost-cutting measures, American workers are still the more expensive option. But industry watchers say so-called home sourcing will continue to grow as companies look for quality that used to be harder to afford.
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