As a former AT&T Call Center I.T. guy in the 80′s, I helped develop a lot of the technologies that enable both Outsourcing and Home sourcing and I can tell you that when we were doing it we thought Home sourcing was the direction it was going to go not directing calls overseas.

Our thought was that allowing Home sourcing would lead to a happy workforce and eliminate the Call Center mentality altogether. And the trials we did then did indeed show the reps were much happier working at home.

I hope Home sourcing time has finally come.