The phone hasn’t stopped ringing, and you’re becoming frustrated. Your clients also share in this frustration, but there’s not much you can do besides take one telephone call at a time. At the end of the day, you’re left feeling like not much was achieved.
Call center reps shouldn’t have to feel this way. By outsourcing your call center operations and management, the concept of handling outbound and inbound calls is no longer going to sound like fingernails on a chalkboard.
If your company’s reps are spending a lot more than two hours per day on the phone, it might be worth considering a hosted call center. As a call center manager, you recognize that every phone call received or made is highly valued. By employing routine telephone calls into an automated inbound and outbound system, your own representatives could interact with a lot more customers on a daily basis. It’s as simple as that.
Aside from servicing far more clients, a few of the features that are included with integrating a hosted call center are:
- Scheduling the correct number of agents to fulfill expected call volumes.
- Managing self-service requests.
- Providing integrated client relationship management (CRM), performance management, and date and speech pattern analytics.
Shifting to a hosted call center can also provide you with massive savings. Not only are there no real capital expenses, but there’s also no need for a big IT team to expend in-house resources. This can potentially save your business from large operational and support cost savings.
If you’re looking to increase your company’s efficiency and savings in time and money, a hosted might be just the answer you’re looking for.
Advantages of a Cloud-based Call Center Software
The hosted call center software program has seen a great increase in demand and growth recently. In the past, many companies have installed call center programs to improve customer service.
With the help of cloud computing, organizations will be able to host their call centers in a third-party data center in an off-site location. This eliminates the need of requiring any hardware infrastructure in their organization.
Due to low infrastructure expenses along with the immediate change from capital-to-investment spending, both small and large businesses enterprises are switching from local call center versions to cloud-based models. System vendors in medium-sized markets experience difficulty keeping their market supremacy, paving the opportunity for an increase in cloud-based call center software.
Businesses could use advanced call center systems and never have to bear the overhead, conflicts, or potential outages that come with on-site upgrades. Thus, businesses using cloud-based call centers can reduce initial investments in infrastructure and even software licenses, which enables them to opt for an obligation model based on genuine usage.
Based on recent research, the cloud-based call center industry is predicted to grow from roughly 6 billion 2017 to $ 15 billion in 2021, at a year-on-year rate of change of 23.6%.
Hosted call center software is a client service operation with all of the basics of a call center approach without requiring any hardware on-site. This consists of Automated Call Distributor (ACD), Computer Telephony Integration (CTI), Interactive Voice Response (IVR), Dialers, and CRM Integrations.
Hosted call center software can be split into the public cloud, non-public cloud, and the hybrid cloud. The non-public cloud provides an excellent degree of overall performance and security, but it tends to be somewhat costly.
The public cloud section is predicted to grow from approximately $3 billion in 2016 to $6 billion in 2021, with a CAGR of 20.9%. The hybrid, as well as cloud community section, is anticipated to grow at the greatest CAGR rate of 27.2% over the predicted period.
With the public cloud, some service providers can have access to applications, and storage can be accessible to the general public through the internet. Ease of access and rapid deployment raise the adoption rate of the public cloud. Additional advantages include scalability, reliability, flexibility, and location-independent services. Nevertheless, data security is still a concern for public cloud offerings.
The non-public or private cloud will help solve the numerous security issues of businesses within the company firewall. Companies will have better data control, reduced risk of data loss, and greater compliance with standards. The infrastructure is handled either internally by the service provider or externally through a third party.
Just as its name suggests, the hybrid cloud entails the integration of public as well as private clouds, therefore making it easier for companies to reap the benefits of each. Businesses can use the private cloud to store sensitive data and use the public cloud to keep less sensitive data. The hybrid cloud is scalable, not to mention flexible in a safe environment, which is also economically effective.
Key Benefits Of Hosted Call Center
Rapid Deployment – Given that no infrastructure is required to deploy cloud-based call centers, the whole configuration can be done at a much quicker pace.
Scalability and Flexibility – Hosted call centers will help companies quickly scale up or maybe down, depending on customer traffic and business needs.
Work from Home Capabilities – Shoring enables workers to work and perform almost all official duties at their house. This will help businesses maintain a pool of native speakers with much better language expertise at a lower cost, enabling them to increase or even decrease the number of reps based on call volume.
Improved Business Continuity – Business continuity distinguishes cloud-based call centers from past solutions which are often at risk of hardware failures. Various people in a call center, for example, agents, supervisors, and even administrators, can access the cloud-based call center everywhere, no matter physical location. All that’s required is a phone and Internet access, ultimately resulting in improved business continuity.
Better Customer Service – With cloud-based call centers, businesses can concentrate completely on agent overall performance and customer service instead of stressing about hardware or maybe system upkeep.
Improving Speed to Market – Since there is no need for any specific hardware installation, businesses can get everything up and running in a comparatively shorter time. Thus, the whole call center can be up and running very fast, and companies can instantly achieve their objectives by leveraging cloud computing technological innovation.
Therefore, scalability, adaptability, rapid deployment, business agility, and different deployment versions are raising the demand for hosted call centers. In the upcoming years, the business community is looking at a swift change from in-plant call centers to hosted call center facilities.