Work-from-home gains ground as call centres run pilots

BENGALURU: Over the last two decades, call centres typically meant large buildings full of young employees on headsets taking hundreds of calls.

That model may be changing though.

People are now taking calls from home, in what promises to be an Uber-like disruption in customer service.

Global business process outsourcing (BPO) companies have begun pilot work-from-home projects with Indian e-commerce and health-tech startups. This will enable them to provide services that are cheaper and one that can be dialled-up or down based on demand.