What is a hosted call center?

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.