Work at Home Agent (WAHA) Adoption Trends – Impact of COVID-19

21 Aug 2020
by Shirley Hung, Aishwarya Barjatya

As the coronavirus pandemic spread globally in early 2020 and governments ordered nationwide shutdowns, companies swiftly began to move their employees to the work from home model. In particular, the Customer Experience Management (CXM) industry saw a significant adoption of the Work At Home Agent (WAHA) model, be it in buyers’ in-house centers or service providers’ contact centers. CX agents and their equipment were moved to their homes at scale to ensure uninterrupted customer experience.

In this report, we talk about the pandemic’s impact on WAHA adoption in two industries – Banking, Financial Services, and Insurance (BFSI) and healthcare – hitherto experiencing the lowest WAHA adoption within CXM, and WAHA outlook for these industries once the pandemic ends.


  • Industries: BFSI and healthcare
  • Geography: global


In this study, we present:

  • An overview of the pandemic’s impact on the CXM industry
  • WAHA growth estimates, types of WAHA models, benefits of WAHA to stakeholders, and WAHA adoption across industries
  • Considerations for WAHA adoption, challenges in WAHA adoption, and criteria for WAHA adoption
  • Detailed analysis of WAHA adoption in BFSI and healthcare in pre-, during-, and post-COVID times


Customer Experience Management (CXM) Services, including Contact Center Outsourcing


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