Everything You Need to Know About Hosted Call Centers

Call Centers
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If you’re an entrepreneur, then you need to be able to pull out every trick you have tucked up your sleeve to maximize your profits. The most important mark that you leave on your market — no matter what that market is — is your customers’ experience.

Whenever possible, you want to improve your customers’ experience and take your customer service up a notch. One way is by reducing the amount of time that your patrons spend on the phone waiting for a solution for their query. Every second that they spend on hold is a second that your consumers spend wishing that they weren’t on hold.

Hosted call centers mitigate this problem: they can handle your high volume of calls, design your website’s user interface to handle consumer support issues, and leave your office staff to focus on essential tasks. Continue reading to see what a hosted call center is and how one can help your business.

Outsourcing your call center services

Predictive Dialer software

“Outsourcing” gets a bad reputation, but it doesn’t always refer to taking jobs from Americans in lieu of cheaper labor overseas. Often times, it simply means expanding a service that your company isn’t equipped to handle.

A hosted call center is a form of outsourced call center. In this scenario, another company will be handling your volume calls. While they may be able to provide some customer solutions, they also make sure that calls are placed to the right department in your office.

Cloud-based technology

Cloud-based technology has truly revolutionized the way computing is done, especially in the business world. While it may be a new buzzword for consumers, the cloud is as old as the internet. That’s because it’s a metaphor for the internet, and it has transformed the business world in several ways. It’s most common use in commerce is as software as a service, called “SaaS” for short.

SaaS is designed with the twenty-first-century entrepreneur in mind. It is one of several cloud-based services, along with platform as a service (PaaS) and infrastructure as a service (IaaS). Hosted call centers, like those provided by Bright Pattern, can take a small or midsize business to the next level.

Your hosted call center will be in the form of software provided to your company over the internet. Because it is hosted elsewhere — not on your servers — you don’t have to worry about costly upgrades or hiring IT personnel to manage the program. The vendor will have their own staff to manage and improve the system.

Enhanced capabilities

Of course, there’s more to this hosted call center software than just the fact that you don’t have to manage it. Hosted call centers are a great way to make yourself available to consumers when you’re branching into a new market, especially international markets. They also enhance your user interface to make sure that people can visit your website and receive quality customer support. This all contributes to bettering the user experience.

As you can see, hosted call centers aren’t at all about making sure that you don’t have to deal with customers. They’re about giving you the capability to service even more customers and do so in the most cost-efficient manner possible. They can bolster the potential of businesses that are looking to expand their market. And they provide a way to reach more people without having to beef up your workforce, saving you time and money in the process.

Before taking on a new consumer base, make sure that you have the infrastructure in place to handle the influx of queries that you will receive. Give hosted call centers some real consideration.