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Hosted Call Center Solution: A Quick Guide 

Hosted Call Center Solution

If you have a small or medium-sized business, you may think that a call center is an unnecessary feature that will just cost you money with no real return on investment. However, this is far from the truth. In this blog, we will discuss the basics of hosted call center solutions. This includes what they are, the features they provide, and how they benefit your business.  

Hosted Call Center Solution: A Definition 

When you think of a call center, do you picture a room full of people with headsets, all chatting at once, answering questions and connecting calls to the desired destination? Or worse yet, do you picture an old timey wall of plugs and wires? Well, we can assure you that call centers have come a LONG way since those days. 

First of all, a hosted call center solution is just that – hosted. That means it is run and supported through the internet. There goes that big wall of hardware. In fact, when your company begins using a hosted call center, you no longer need to buy most of the hardware, infrastructure, or software that is needed for an on-premises solution. Through the power of the internet, your call center can still provide the full features and functions of an on-premises customer service center.  

To give a more specific definition, we could say a hosted call center solution is a system that improves customer experience by streamlining a company’s inbound, outbound, and voice-based interactions. Again, this is without needing vast amounts of hardware in the office.  

Hosted Call Center Solution: Features 

A hosted call center solution offers a slew of features that can make a big difference in your business. Some fan favorite features include mobility, management capabilities, and support offered by providers. Below, we will touch on each of these features.  

Mobility 

A hosted call center can be accessed from anywhere that has a stable internet connection. Really, all that is needed to deploy a hosted call center is a computer, phone, and internet connection. This is wonderful news because it means that a hosted call center can support a remote and virtual team. That means you can attract workers with the desire for remote work options. After all, remote work is on the rise and doesn’t seem to be slowing down any time soon.  

Management 

A hosted call center solution comes with management and monitoring tools that allow you to add functions as needed, ensuring that your business has the best fit. And you don’t have to wait on your provider when increasing or decreasing your user count. 

Support 

Your hosted call center provider will offer you support. Most providers will include automatic software updates, and 24/7 monitoring. This means that your provider will often know if there is a problem with your solution (and begin working on fixing it) before you do.  

Hosted Call Center Solution: Business Benefits 

As you can imagine, a hosted call center can be a great asset for a company. With increased customer service capabilities, increased opportunities for remote employees, and 24/7 support from your provider, what more could you ask for in a solution? 

Better yet, hosted call center providers often have turnkey solutions, ready and waiting for you to deploy. This means that you can start using call center capabilities within days, if desired.  

Are You Interested in Learning More?  

If you are interested in learning more about hosted call center solutions, the experts at PressONE would love to help you. We can help you get started with a hosted call center and ensure that you are utilizing the features you need to be successful. Give us a call, and we’ll get you started!  

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