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Work at Home Agents (WAHA) in the Latin American Market

  • August 2014
  • -
  • Frost & Sullivan
  • -
  • 39 pages

Increased Productivity and Cost Reduction Attract Companies to this Growing Trend

Remote work has not yet been largely adopted in Latin America, especially due to the lack of specific legislation regarding this work modality and its use of information and communication technologies (ICTs). However, important companies in the region from different industry verticals have implemented the home-office model, partially or full-time, among departments such as marketing, sales, and technology. This Market Insight defines terms, discusses market trends and remote work regulations (Chile, Argentina, and Brazil), and offers company profiles and business cases.

Key Findings
-Remote work has not yet been largely adopted in Latin America, especially due to the lack of specific legislation regarding this work modality and its use of information and communication technologies (ICTs).
-Insecurities related to guaging employees’ true productivity when working remotely impact this new trend.
-Major companies across industry verticals have implemented the home-office model, partially or full-time employees, among departments such as marketing, sales, and technology.
-Most of the offerings available in the region today comprise the hub-and-spoke model, which shrinks agent turnover and facility costs.
-The Latin American region is home to many companies and employees to which telework and home-office possibilities are unknown, or which have little information about the benefits of these work modalities.
-All types of telework, given the technologies available today, present themselves as important opportunities for people with disabilities. These potential employees increase the importance of developing and implementing this mode of work more broadly in the region.

Overview
Business is generally run at the speed of information exchange: data communications and real-time audio and video technologies enable a rapidly expanding work environment wherein the ability to stay connected consumes the available time of many professional workers. For many, the future work world is an overwhelming tension between too many demands and not enough time.

Indeed, the work environment of today is undergoing a massive shift in response to more capable network connections, social media, and mobility. One of the biggest changes in the business world today is the growing number of mobile workers, not because people are traveling more, but rather because they are blending home life and work life in ways never before seen. This evolution owes to applications and devices that allow employees to remain connected, to communicate, and to work from any location.

Remote working has become a common trend in the corporate world today spurred by advancements in technologies such as smartphones, tablets, and a growing number of public places offering Wi-Fi, which provides flexibility to both employees and employers.

Smart companies know that allowing employees to work from home or on the road is not just beneficial to both parties, but required in today's increasingly global and virtual workplace, especially true as employees bring technology with them into the work space.

There is, however, a broad variety of terms used to describe this type of work (remote work, telework, home office, mobile telework) thus creating some confusion as to which characteristics define each one. This market insight focuses on work-at-home agents, known as WAHA, which are call center operators working from their homes. Yet, considering this model is still quite incipient in Latin America, a broadened scope has been applied here to discuss telework in general, given that this is the most generally used model and the one specified in the region’s labor laws. All terms will be defined within the study.

Table Of Contents

Work at Home Agents (WAHA) in the Latin American Market
Executive Summary

Key Findings

Market Overview

Overview
Introduction
Definitions—Telework
Definitions—Mobile Telework
Definitions—Remote Work, Home Office, and WAHA
Definitions—WAHA

Market Trends and Analysis

Technology Overlay
Security
Overview of the Latin American Market
Overview of the Brazilian Market
Remote Work Regulations—Brazil
Remote Work Regulations—Chile
Remote Work Regulation—Argentina

Case Study

Home Agent—Company Overview
Home Agent—Best Practices Case

The Last Word

What to Know before Implementing WAHA
The Last Word
Legal Disclaimer

The Frost and Sullivan Story

The Frost and Sullivan Story
Value Proposition
Global Perspective
Industry Convergence
360º Research Perspective
Implementation Excellence
Our Blue Ocean Strategy

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