U.S. Companies Move Call Center Work to the Home

People who reach Esther DeJesus when they call Office Depot Inc.’s customer service center have no idea that she’s sitting at home in a room decorated with pictures of Garfield and Betty Boop.

The Orlando, Florida, resident, who works on the retailer’s account for call center contractor Willow CSN, is one of a new breed of customer service representative.

Rather than commuting to a crowded office, she puts in 37 to 40 hours a week at home and sets her own schedule.

“It is really convenient,” said DeJesus, who likes the setup because it allows her to take care of her grandmother. And she shares her home office with her twin daughters, who work part-time for Willow while going to college.

After some unsuccessful attempts to move call centers abroad, U.S. companies are shifting some of that work back to this country — and into people’s homes.

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