What is a hosted call center?

A hosted call center is a call center without in-house distribution equipment. It center offers all the utilities associated with running a customer service outfit with a pay-as-you-go plan. The PBX, automated call distributor and related equipment are hosted by a third party which enable agents to work in remote locations.  This means that managers don’t need to buy excessively costly hardware; instead they can add software as needed and get deeper in their involvement as they grow.

This makes a hosted all center have a less expensive and more flexible hosted option.

Advantages of a hosted call center

Hosted call centers offer a captivating substitute for communications service providers that need to go to market quickly with little up-front cost. The software also allows customer service professionals the talent to hire a home-based agent strategy that could take funds even further. When upgrading your call center seeing an on demand option can result in considerable savings and flexibility of any business.

Managed call center vs. hosted call center

It may seem like a no-brainer.  Call Center technology is complicated, so it’s best to just hire someone to host everything and charge you a monthly fee, right? In reality, it is a big NO.

If you do that, much of the savings available with new communication technology is likely to be enjoyed by the hosting company you use. Meanwhile, you will be paying tens of thousands of dollars more than you need to pay.

Consider the chart at right. Even with the per-call volume discounts available to large Call Centers, managed services, which provide a customizable level of technical support, enables tremendous savings over hosted services.

For small- to medium-sized call centers, savings of 50% to 75% or more can be achieved using managed rather than hosted services.

Solution with Voicent

Voicent offers Call Center Manager which helps you handle your Call Center’s performance, cost-efficiency and regulatory compliance.

Call Center Manager lets you view real-time and historical tracking and reporting of agent performance and availability, campaign performance and productivity, line and resource usage.

It speeds up effective training and management of agents with easy call monitoring, call recording and “whisper coaching” feature allowing live-call coaching that is inaudible to customers.

Also a workflow engine automates business process that is tightly integrated with voice, text message, email, and web communication.

Best of all, Voicent’s Call Center Manager is very user friendly. You can set and enforce dropped-call rate threshold that complies with U.S. Federal Trade Commission’s Telemarketing Sales Rule. It can also create and handle automatic call distribution (ACD) plans.

Buy Call Center Manager and own it for life. Rich in features and you can even try it before you buy it.

As experts in outbound call center services, Voicent has the seven decades of experience you need to partly or entirely pre-qualify schedules, saving you and your sales force both time and money. So when it comes to building your business, appointment scheduling can be one of the most valuable services available to you.

Best of all, utilizing Voicent’s outbound call center software ensures that your agents are fully prepared to respond to the exceptional desires of your customers, preparing both the sales representative and their client for their scheduled meeting and making sure that the sales professional is prepared to discourse any and all queries and concerns that your customers might have.

VOICENT’S CALL CENTER MANAGER

Voicent software automatically measure and manage regulatory compliance, outbound call center efficiency, and campaign productivity.

• By automatically measuring and adjusting the pace of outbound calls, keeping within strict federal limitations on Dropped and Abandoned-Call rates it ensure regulatory compliance.
• Quick and easy call monitoring and recording, and “whisper coaching” to speed quality and effectiveness of new agent training.
• Voicent’s Call Center Manager lets you measure tracking, collecting and statistical reporting of call volume, line usage, dropped-call rates, current and historical campaign performance.  Making it easier to handle.

SURVEYS AND CUSTOMER CONTACT

Voicent’s outbound call center software can provide you with valuable marketing and other business intelligence. They can help you take the pulse of current and former customers so you can better focus your objectives or simply build goodwill.

Through the use of precise advertising response tracking and well trained agents with Voicent’s outbound call center tools, it will help you maximize your sales and streamline your operation. Complete catalog order taking, literature fulfillment, inventory control, and credit card transaction processing services are supported.

SUMMARY

Voicent’s Outbound Call Center is a complete service consisting of outbound campaign management functionality with predictive dialing. With Voicent you will use our phone dialer and robust outbound call center software to competently and excellently manage merchandise operations generate sales leads process account collections raise funds administer research surveys and conduct political and community initiatives. Voicent’s predictive dialer provides all the features you need to achieve the maximum number of successful calls by the minimum number of agents. Voicent’s fully hosted software offers a predictive dialing capability that can double or triple the number of right party connections. A predictive dialing system automates outbound dialing to only connect agents to calls answered by real people. Enjoy world-class outbound campaigns and predictive dialing with the Voicent’s Outbound Call Center that enables full control over every campaign multiple simultaneous campaigns predictive dialer call list management and regulatory compliance. Benefits Increased agent productivity by shortening average call times and ensuring that agents only handle live calls

Consumers have very little time and patience for waiting on in-person support with their business. Since most consumers are “on the go” they desire the ability to get support wherever they are, whenever they want. In most cases, consumers will opt for the immediacy of over the phone or live chat support.

If a customer’s support service expectations are not met, not only can it cause the consumer to stop doing business with a company, it can lead to negative social media backlash. When a customer retaliates, it can be extremely costly to the entire organization.

Voicent’s Call Center Software lets you easily keep track of your Call Center’s performance and cost-efficiency.  This will provide your agents productivity and wellness in meeting day to day customers.

Information on call center software

Voicent’s Call Center Software provides real-time and historical tracking and reporting of agent performance and availability, campaign performance and productivity, line and resource usage.  Thus automates business process by a workflow engine that is tightly intefrated with voice, text messages, emails and web communications.

Aside from enabled automated compliance with U.S. Federal Trade Commission’s Telemarketing Sales Rule on intentionally abandoned or dropped Calls. It helps speeds effective training and management of agents with easy call monitoring, call recording and “whisper coaching” feature allowing live-call coaching that is inaudible to customers.

Call center software also offers optional Rules Engine for fine, automated control of Call Distribution (ACD), message selection, caller ID designations, agent assignments and much more.

Most appealing call center software

That’s not all! Voicent’s Call Center Software works compatibly with Voicent’s predictive dialer, auto-dialer, Call Center CRM Customer Relationship Management, and Interactive Voice Response applications.

Voicent works hard in fulfilling our customers’ needs. They take pride in simplifying your business needs to save you time, energy, and cost.  Voicent just released a new feature where you are able to automatically open the contact page of the person you are communicating with as soon as your call is connected.

Even if you have are a new contract or the contact information is not in your CRM database yet? You don’t have to worry! Voicent will create the contact for you. You just simply need to fill out the appropriate information. That’s not just it; Voicent is also capable of automatically uploading your call information to Salesforce CRM.

There’s more!  Voicent Call Center Software has optional add-ons that will enable you to easily control your call center for maximum productivity and cost-effectiveness.  With call center software add-ons you can;

• Create and manage Automatic Call Distribution plans (ACD)
• Match messages, Caller IDs, agents and campaigns for maximum productivity and efficiency
• Direct resource usage for maximum efficiency
• Specify agents for specific callers and call types and much more