Wyoming state leaders recently demonstrated their commitment to putting the welfare of residents first and foremost by partnering with a home-based call center to bring work-from-home jobs to the state. This is noteworthy because it is the first time state leaders have prominently acknowledged the ability of at-home call centers to improve the economy through job creation. Endorsements from legislators are further proof that the work-from-home model delivers multifaceted value for companies, workers, the economy and the environment.

Economic Improvement for States

In a move that shows out-of-the-box thinking, the Wyoming Department of Workforce Services is proactively stimulating the state’s economy by offering business training grants as incentives for each new job created in the state. Unlike programs in many other states, these grants are not contingent on building or leasing physical office space. Rather, state leaders listened to their constituents and sought a solution that stimulated the economy while preserving the lifestyle that made Wyoming attractive to residents. Many of the state’s widely dispersed communities already are equipped with high broadband connectivity, which makes work-at-home positions an ideal fit.

“The exciting opportunities that (virtual call centers) can offer to potential job seekers are that they can overcome some transportation barriers because they can work from home. We can also target some areas of the state that have been hit hardest by unemployment,” said Joan Evans, director of the Wyoming Department of Workforce Services.

Work-from-Home Jobs for Residents

State residents, however, aren’t sitting idly by waiting for the government to bring them work-from-home opportunities. Instead, they are taking matters into their own hands, or own homes so-to-speak. Consider the 5,500 residents of Powell, Wyoming. With 20 percent of the population below the poverty line and the town located 500 miles from the largest metropolitan area, the citizens knew something drastic needed to be done to save the idyllic quality of life they cherished in a small town.

Together they decided to spend $4.9 million on connecting each home to a private-public fiber optic network. This high speed access helped connect them with distant relatives, provided online shopping and opened up new markets for local businesses. It also made the entire population attractive to virtual call center recruiters.

High Quality Service for Companies

The virtual or at-home call center model brings the work to the people, rather than the people to the work. Customer service agents connect their home office to the call center with just a telephone and high-speed Internet connection.  Because employees train and work from home, they can be located anywhere in the country – even in remote towns like Powell, WY.  This is a distinct advantage over brick-and-mortar call centers with a typical hiring radius of about 30 miles. Eliminating geographical boundaries increases the number of applicants from a few hundred to a nearly unlimited talent pool, which makes it possible for virtual call centers to hire agents with the specific skills and experience that match client requirements. The result is knowledgeable agents who provide quality service to each and every customer.

Lower Impact for the Environment

It’s not just companies and residents that enjoy the benefits of the at-home model. Virtual call centers are also much easier on the environment than brick-and-mortar centers. By eliminating commutes and the need for large office spaces, virtual centers significantly reduce gas consumption and avoid CO2 emissions. 

Wyoming is the first state to realize what many companies already know – virtual call centers offer compelling value propositions to all parties involved. The home-shore model can help stimulate the economy by providing work to people in areas of high unemployment. It provides access to higher quality agents and is easier on the environment. The creative thinking legislators showed by proactively bringing at-home positions to the state reveals a commitment to residents that is truly commendable.

Virtual call centers are quickly becoming the customer service solution of choice for companies needing high quality service at a lower cost. In fact, virtual call centers are growing over five times faster than traditional call centers. Along with this wide-spread adoption comes an increased demand for work-from-agents. Alpine Access, for example, is looking to hire 500 employees by the end of the year. Now is not the time to hide from constituents and place blame for economic hardships. Instead, I’d encourage other states to follow Wyoming’s example and investigate how virtual call centers can provide unemployment relief while still preserving the quality of life that brought residents to the state in the first place.


Rob Duncan is COO of Alpine Access, Inc., a Denver, Colorado-based provider of contact center services using exclusively home-based customer service and sales employees.Duncan can be reached at 303-279-0585.

Edited by Patrick Barnard