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市場調查報告書

家庭工作代理商 (WAHA) 模式的轉變的成功

The Transition to a Successful Work at Home Agent (WAHA) Model

出版商 Frost & Sullivan 商品編碼 929280
出版日期 內容資訊 英文 42 Pages
商品交期: 最快1-2個工作天內
價格
家庭工作代理商 (WAHA) 模式的轉變的成功 The Transition to a Successful Work at Home Agent (WAHA) Model
出版日期: 2020年03月06日內容資訊: 英文 42 Pages
簡介

家庭服務代理(WAHA)為客戶服務行業(包括外包服務提供商(SP)和內部聯絡中心運營商)帶來了巨大的增長機會。當今的聯絡中心面臨著無數挑戰,包括提高關鍵城市地區勞動力池的飽和水平,以及來自相鄰行業的技術人才的激烈競爭,例如金融服務,款待,航空公司和服務。這使得業務流程外包(BPO)中心更難以合適的成本找到合適的人才。WAHA為這一挑戰提供了獨特的解決方案,以使BPO能夠利用更多的潛在員工。實際上,WAHA與聯絡中心相比具有許多優勢,這不僅是因為與現場操作相比成本較低,而且還包括無法或不願通勤的未開發人才庫。包括訪問資源池,公司可在沒有實體基礎設施的城市,地區或國家/地區建立業務的能力,改善員工的工作與生活平衡以及減少曠工和營業額。

本報告涵括家庭工作代理商 (WAHA) 市場,闡明WAHA的最佳業務實踐,優點,課題,成長的機會相關分析,成功案例。

摘要整理

  • 主要調查結果

市場定義

  • 定義:遙控工作和WAHA
  • 定義:WAHA的模式

市場概要

  • 讓他們成為公司的一份子!
  • 到達未開發的勞動力池
  • 安全最重要!
  • 法規事項

企業簡介

  • AlmavivA do Brasil
  • GOL Linhas Aereas
  • Sitel
  • Teleperformance Colombia

成長機會及推薦行動

  • 成長機會1:家庭工作代理商 (WAHA)
  • 成長機會2:離職率低
  • 成長機會3:安全即服務
  • 成長機會4:拓展成長未來的最高人力資源!
  • 成長機會5:為客戶增加價值
  • WAHA供應商的戰略要務
  • 法律免責聲明

附錄

關於Frost&Sullivan

目錄
Product Code: 9AC4/23

Exploring Trends and Growth Opportunities for Latin American Providers

The remote work modality is rapidly becoming the norm among office workers throughout the globe. Remote work is a way to work outside the employer's premise. One common alternative to on-site work stations is the home office. In this scenario, the employee uses their own house as a workplace, but working from cafes, co-working spaces or any other location would also apply. According to the International Telework Academy for Latin America and the Caribbean (ITA-LAC), remote work promotes a sustained, inclusive and sustainable economic growth, full and productive employment opportunities, and a better work and life balance for employees. The main difference between remote work and a work at home agent (WAHA) is that the former covers all types of professionals, working remotely from anywhere, while the latter is a term that is restricted to contact center agents who work from their homes. WAHA is a prominent growth opportunity for the customer care industry, including both outsourcing service providers (SPs) and organizations with in-house contact center operations. Contact centers today are presented with a myriad of challenges, including raising saturation levels in the labor pools of key urban areas, and strong competition for skilled talent from adjacent industries, such as financial services, hospitality, airlines and services. This is making it harder for business process outsourcing (BPO) centers to find the right talent at the right cost.

WAHA provides a unique solution to this challenge as it allows BPOs to tap into a larger pool of potential employees. As a matter of fact, the benefits of WAHA for contact centers are many and include but are not restricted to lower costs compared to an in-site operation; access to an untapped talent pool that is unable or unwilling to commute to work; ability to establish operations in cities, regions or even countries where the company does not have physical infrastructure; and better work-life balance for employees, which leads to lower absenteeism and attrition rates. Without exception, all the CCSPs interviewed for this research (AlmavivA do Brasil, GOL Linhas Aereas, Sitel, and Teleperformance Colombia) expect to see extremely high growth rates in terms of WAHA agents in LATAM in 2020. The overall contact center outsourcing services market is forecast to exhibit low single-digit growth in the number of agents in 2020, year over year. This study explores the best practices, benefits, challenges and growth opportunities for WAHA, and provides real examples of successful implementations.

Table of Contents

Executive Summary

  • Key Findings
  • Key Findings (continued)
  • Key Findings (continued)

Market Definitions

  • Definitions-Remote Work and WAHA
  • Definitions-Models of WAHA

Market Overview

  • Make Them Feel Part of the Company!
  • Reach an Untapped Labor Pool
  • Security is Paramount!
  • Regulations Matter

Company Profiles

  • Company Profile-AlmavivA do Brasil
  • Company Profile-AlmavivA do Brasil (continued)
  • Company Profile-GOL Linhas Aereas
  • Company Profile-GOL Linhas Aereas (continued)
  • Company Profile-Sitel
  • Company Profile-Sitel (continued)
  • Company Profile-Teleperformance Colombia
  • Company Profile-Teleperformance Colombia (continued)

Growth Opportunities and Companies to Action

  • Growth Opportunity 1-Work at Home Agents
  • Growth Opportunity 2-Reduce Attrition Levels
  • Growth Opportunity 3-Security as a Service
  • Growth Opportunity 4-The Best Talent to Pave the Way for Growth!
  • Growth Opportunity 5-Add More Value to Your Clients
  • Strategic Imperatives for WAHA Providers
  • Legal Disclaimer

Appendix

  • List of Exhibits

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