This IDC study updates U.S. Home-Based Agent 2007–2011 Forecast: The Irony of Homeshoring's Rising Value Amid a U.S. Housing Bust (IDC #208501, September 2007). It is a forecast specific to outsourced home-based agents in the United States. It also examines particularly important trends that are impacting how customer care might best be delivered.

"Over this past year, I've been writing about homeshoring more than ever before," said Stephen Loynd, global program manager for Contact Center Services at IDC. "I'm convinced that when it comes to outsourced customer care, by the time we emerge from a possibly severe global recession, homeshoring will have developed into a more formidable sibling to offshoring than many would have expected just a few years ago."