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The Hosted Call Center and Your Business 

hosted call center

Auditory, visual, kinesthetic, introvert, and extrovert, there sure are a lot of different ways to label people. In fact, this doesn’t even begin to scratch the surface of all the labels we can give people. One this is for sure, we are all different and we all have different preferences.  

When you own and operate a business, you need to start thinking about how you can accommodate the majority of your customers. One way to accomplish such a feat is to offer your clients several options and opportunities to connect with you and your employees. This is where a hosted call center can and will benefit your business. 

What is a Hosted Call Center 

A hosted call center is a software solution hosted by your communications service provider’s location or in the cloud on servers, as opposed to your physical location. You’ll hear the terms cloud and hosted services used; however, a cloud solution is a subset of a hosted service. 

Why Should You Use a Hosted Call Center at Your Business 

If you’re currently running a call center, you’re only meeting your customers at one communication channel, and you’re missing several opportunities to engage and provide a satisfactory customer experience. 

You might be asking, “what’s the difference between my call center and a hosted call center?” A traditional call center is only able to handle inbound and outgoing calls for your company. Your customers, prospects, or partners are only able to reach your company by one method; the phone.  

A hosted call center can accommodate other channels including email, live chats, SMS, and support tickets. This enables you to engage with your audience where they want to communicate.  

Business Advantages of a Hosted Call Center 

When you implement a hosted call center at your business, you will enjoy several business benefits that a traditional contact center can’t provide. Read on to learn just a few of these benefits.  

Multi-channel Engagement 

Your customers may not want to call. A hosted call center enables multiple communication channels, which allows your customers and partners to communicate the way they want to. By giving your customers multiple ways to contact you, phone hold times decrease, and you can assign your agents to respond to texts or emails. Customer satisfaction increases since they’re not wasting their time on hold and receiving quick resolutions. 

Current Business Tools Integrate into a Hosted Call Center 

If you’re using a traditional call center, your existing business tools like your CRM or Help Desk software won’t integrate, so your agents are switching from platform to platform to help out a customer – which can be inefficient and confusing. 

A hosted call center lets you integrate your business tools, like Salesforce or Zendesk, so your agents can see all your customers’ information in one place. Their phone number is displayed, and your agent can access all their information, enabling them to provide a personalized experience. Each call is optimized for the individual. 

Lower Cost of Ownership for a Hosted Call Center 

Since your provider is hosting the hardware and responsible for infrastructure, your cost of ownership significantly decreases, which allows you to direct that spending to other areas of your company. Here are some other cost savings that you may not be aware of: 

  • Software licenses 
  • Hiring IT staff/3rd party vendor to manage 
  • Maintenance 
  • Training 

Hosted Call Center Reporting 

Do you know where all your customer requests come from? Do you know what the most common issue is? Are there customer support issues that can be automated? 

 A hosted call center solution delivers the metrics that are important to your business: 

  • Call queue 
  • Handle times 
  • Abandoned calls 
  • Uptime 
  • Resolution times 

You’re able to track your call center’s performance to optimize your agent’s time, and even sales scripts which allow you to implement similar scripts for your sales team. 

PresONE for Your Hosted Call Center 

PressONE helps businesses of all sizes enable a hosted call center solution. We’ll focus on your needs and tailor a solution to achieve business goals. Future-proof your business’s technology and schedule a call with us. Let’s start the conversation on how we can improve your current call center. 

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