CCO market has witnessed an increase in onshoring activity over the past few years, mainly driven by changing buyer preferences to employ agents closer to customers in order to increase satisfaction. As demand for onshoring increases, the cost of ownership becomes high and buyers are looking for alternative solutions that could reduce the costs without impacting the customer experience.

The Work-At-Home-Agent model (WAHA) was once considered as an alternative to offshoring, and not to mention risky, because of security and operational challenges faced by service providers. With the evolution of recent technological advancements over time, WAHA has emerged as an attractive option through which buyers can significantly reduce cost of operation and also increase the service quality. Today, the growth of WAHA seems to be real and it has emerged as a viable alternative to contain onshoring costs.

This study draws insights from Everest Group’s existing research and combines it with recent service provider and buyer interactions to answer the following questions:

• What factors are driving WAHA adoption within CCO?
• Which industries, processes, and channels have shown greater adoption so far and why?
• What are the key tenets of WAHA delivery framework?
• What is the service provider landscape for WAHA service offerings?
• What are the key considerations buyers must keep in mind while deciding the role of WAHA model in their contact center strategy?