The use of independent contractors to handle customer service calls from their homes is soaring as companies look to cut costs — and more employees seek jobs that allow them to work remotely.
The number of home-based agents will nearly triple over the next few years, says research group IDC, as major employers and independent call-center providers step up their hiring of contractors to do telephone work from home — dubbed homesourcing.
The trend is being driven by cost-cutting needs as well as macroeconomic shifts. Here's why:
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