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Industry Research : Outsourced Tech Support Home Agents Market to Double by 2015
The number of outsourced home agents will double by 2015 thanks to innovations around security, vertical market expansion, and forays beyond the traditional US market, according to Australia-based independent telecoms analyst firm Ovum.
In a statement on Tuesday, a new research by Ovum stated that the market opportunity for home agents forecasts the number of agents working more than 20 hours per week would reach nearly 130,000 in the next four years, growing predominantly in the US (88% share).
As regional expansion is taking place, Australia is viewed as the favoured country amongst all the English-speaking countries thanks to its thanks to its commonalities with US economic and work culture, said Ovum.
Ovum IT services team practice leader Peter Ryan said that since its inception, outsourced home agents had garnered a strong reputation for providing end users with robust customer experience, one that ideally drives repeat business and referrals.
"With customer satisfaction and increased revenues identified as key business goals for enterprises, vendors of home agent services are well placed to take on work from enterprises that are more discerning than ever about execution quality and lowering costs," said Ryan.
During this time, however, Ovum expects greater take-up of technical support (25%) by home-based agents, as well as communications and media (32%).
Posted by Veronica Silva Cusi, news correspondent
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Published: Tuesday, June 26, 2012