There is a set of what might be considered systemic macroeconomic trends that IDC's CRM and Customer Care team expects to intensify the homeshoring wave going forward. Technology, petroleum, a housing market that is impacting the cost of living, and the global economy's effects on wages comprise a rising tide that should carry the home-based agent model to new heights.

Technology

Innovations in technology are helping to change the landscape for customer care services. Contact centers today must meet new customer demands, increase customer satisfaction, and extend business reach while keeping expenses to a minimum. One of the most promising tools for meeting these goals is voice over Internet Protocol (VoIP). By transporting voice contacts over IP networks, businesses can reduce PSTN costs, achieve lower labor and facility costs, and make any knowledge worker with an Internet connection a potential contact center agent.

Petroleum

Access to oil supplies appears to be growing ever more tenuous. As the new century progresses, the result should be higher average gas prices for commuters. Employers may need to uncover new strategies for workers during the hoped-for transition to a truly energy-efficient society.

Cost of Living

High housing costs in many regions of the country mean that many are being forced further outward from some major cities in order to afford to buy a home. Longer commutes are the result for many U.S. workers. The phenomenon can certainly be seen in U.S. cities such as New York and Boston.

Wages in a Global Economy

While technology is making work-at-home initiatives more feasible, and gas and housing prices are having added effects on workers, wages in the United States are relatively stagnant. This too could buttress the case for homeshored workers looking to save money on lengthy commutes. In fact, although real gross domestic product (GDP) is up, real wages are down.

This might not be surprising considering the fact that billions of people from low-wage countries are joining the global labor market. Classical free trade connected goods markets across countries, but globalization creates a global labor market. In other words, previously trade arbitraged goods prices, but now it also arbitrages wages. American workers should anticipate the international economy exerting downward pressure on wages and work conditions for the years to come.