Mini call centres based in the home could soon be springing up across Essex.

They are the latest development in the growth of homeworking which links employees to their office by computer.

The image of vast call centres with hundreds of staff is already changing as computer links are set up between homes and the main centre.

Calls are automatically routed to an available homeworker to deal with. If he or she is already busy, the call is re-routed to the next available person or back to the main centre.

John Clayton, policy manager for Essex Chambers of Commerce, said: "The mini call centres are just the latest in the growth of home working. All you need to set one up is a home kit. It's a system that saves money and makes many more staff available, such as young mothers and people tied to their home for domestic reasons."

Few of the Essex Chambers of Commerce 2,800 member firms practise homeworking, but Mr Clayton says: "It is bound to grow once research proves the benefits. At the moment, there are as many downsides as advantages.

"Our feedback suggests that many people prefer the disciplines of working in a traditional environment and would miss the companionship of their colleagues."

However, a pilot scheme by a national travel company has found the benefits do outweigh the downsides.

The mini call centre project run by latedeals.com, an online offshoot of the World of TUI, was so successful applicants to join are now being iinvited from across the country.

David Birch, policy manager of the eastern region's Federation of Small Businesses says: "Many of our members already work from home because they are one-person operations. But there could be benefits for those employing a number of people which can be costly. This could be a way of saving money on full-time staff."

Published Tuesday, December 17, 2002

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