Voice of America - December 5, 2005

Customer Service Agents Are Working From Home

“That may be why the model that was pioneered by WillowCSN in 1997 is becoming more and more popular. Willow supplies clients with American customer-service agents… but it does not charge those clients the expensive overhead costs-like rent and electricity, typically associated with American call-centers. That is because Willow does not actually have any call centers. Its agents do not report to a warehouse filled with phones and computers; instead, they work out of their homes -- their living rooms, dining rooms, kitchens -- wherever.

“According to Angie Selden, all it takes is the right computer and telephone equipment.

“‘There's a very rapidly growing interest in corporate America now around having certain types of customer calls serviced by agents who are working from home,’ she says. ‘It's a very cost-effective way for these companies to get access to U.S.-based people.’

“Angie Selden's company now has 3,000 customer service agents in 30 states working for its clients. That is four times as many people as it had just 18 months ago.”