Call centre jobs are coming to shore up a home near you

Published on Sunday 4 May 2008 22:36

THEY are a source of frequent irritation to consumers.

But call centres could be in for a change as a result of new technology, which may also alter the way workers in rural areas do their job.

Many businesses have cut costs by moving call centres overseas, typically to Eastern Europe, China and India – a practice termed "offshoring". But now the latest way to save money, boost productivity and encourage more people into call centre – or contact centre – jobs is to have them working from home.

"Homeshoring", in the business jargon, is growing rapidly in the US and a trial in the Highlands could see it becoming more popular in Scotland.

Fifteen workers at a BT contact centre in Thurso are to be selected to work online from their homes using high-speed broadband links to carry out the same work as they were doing in the centre.

The trial could lead to a change in the way call centres are run. Workers could be employed at any centre anywhere in the country, not just those near their homes. It also opens up opportunities for older people, full-time carers and those with disabilities who may not have been attracted to the sector previously.

Brendan Dick, director of BT Scotland, said: "The Caithness pilot could herald major changes in work practices for BT and the wider contact centre industry.

"Homeshoring is poised to become the next big trend in the industry and Scotland, as a fertile recruiting ground for contact centre operations, is well placed to create new jobs from it.

"A skilled and flexible workforce, low staff turnover and even the Scottish accent have been cited as factors in the sector's Scottish success story.

"Homeshoring will be an additional plus factor because the skill pool will not be confined to people who live within commuting distances of the contact centre or want to work traditional hours.

"It's also an ideal vehicle for bringing employment back to socially excluded sections of the community."

The Caithness pilot is being supported with a 100,000 grant from Highlands and Islands Enterprise (HIE).

Roy Kirk, HIE's area manager for Caithness and Sutherland, said: "This pilot is at the forefront of a new generation of working practices and illustrates our appetite for innovation, and eagerness to embrace new ideas."