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December 30, 2011

Lower Unemployment Rates with Virtual Cloud-Based Call Centers

The trend of outsourcing call center jobs to other countries is seeing a definite reversal. A confirmation in this regard has been made by cloud based call center company 3CLogic (News - Alert). Companies which are bringing jobs back to US can now receive help from cloud based call center service providers like 3CLogic. The flexibility of having home based agents is specifically provided by 3CLogic with its virtual call center capabilities.

The current US unemployment rates have remained persistently high, at least 8.6 percent. This has been indicated by recent reports. In hopes of lower cost per call and lower labor costs, many businesses had resorted to outsourcing their call center inquiry and support lines overseas in the past few years. Despite cutting costs in areas like infrastructure and utility fees, outsourcing has provided businesses with lowered customer satisfaction and brand loyalty. Businesses can now bring these call center jobs back to U.S in a less expensive and more efficient manner. By accelerating the growth of home based agents, the US unemployment rate of 8.6 percent can be further brought down with help from 3CLogic.

Calls from U.S. consumers are currently being handled by an estimated 243,000 offshore agents. This information has been provided by a recent report from Datamonitor. In terms of hourly agent pay or cost per call, it may be cheaper to outsource customer support lines to other geographical locations. Businesses are however experiencing huge disconnects between customers and off-shore agents. Businesses are therefore affected in terms of revenue.

In a release, Raj Sharma (News - Alert), President and CEO of 3CLogic, said, “With 3CLogic's cloud based call centers based on VoIP and virtual capabilities, it actually costs less to have home based agents in the US than having agents overseas. The myth of cost savings with outsourcing has been disproved at this point; showing how logical and cost efficient it is to home shore and bring down the unemployment rate.”

Carolyn John is a Contributor to TMCnet. To read more of her articles, please columnist page.

Edited by Rich Steeves

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