In light of the constantly changing business environment and increased interest in customer experience, Call Centers today, like many other businesses, have turned to technology to streamline their activities.
According to a study regarding Contact Center Trends for 2015, 80% of the businesses expected to have virtual agents working from home, while Contact Centers experienced a 27% decrease in annual expenditure and 35% increase in uptime thanks to the implementation of Cloud Call Center systems.
Using a Virtual Call Center (or Hosted Call Center) greatly enhances the agent efficiency and customer experience in any Call Center, whether it’s for technical support, telemarketing, or customer services. The advantages are visible when switching from a PSTN-based system to a Hosted VoIP Call Center, but also when moving a VoIP Call Center to the Cloud.
- No upfront costs
Using a Virtual Call Center saves money on local server hosting, equipments and infrastructure, which require an important initial investment.
- Easy installation and relocation
Due to all configurations being made in the cloud, only the simple connection of a phone (or running a Softphone app) is necessary. For big deployments like Call Centers this translates into significant time and effort savings, as running wires for each line is no longer required.
- Saves space
Thanks to a Hosted Call Center system your agents can now work from home, leaving more space in your office for your other activities; it’s an excellent opportunity for your business to employ great agents who might not be able to work from an office, such as disabled people or stay-at-home moms.
- Using the same system in multiple location
By having your Call Center hosted, your employees no longer need to be in the same office location to connect to the system. This way you can have multiple off-site offices in various locations across the country and even off-shore and even expand your hours of support using agents in various time zones.
Using on-site equipment means choosing hardware with certain capabilities; once your needs exceed the capabilities of your hardware a new investment in equipment is needed. Sometimes, even though your hardware might still meet your requirements, once they approach end-of-life manufacturers usually don’t issue new updates, followed by ceasing to support for the outdated piece of hardware, which automatically pushes you into buying a replacement. With a Hosted Call Center you permanently have the possibility to add and remove lines, extensions or channels, so that you can adapt your Call Center system on the go.
- No dedicated IT support
Any type of in-house equipment requires installation, configuration, and then maintenance, updates and troubleshooting, which usually means that you need to have dedicated support employees or pay for outsourced IT services.
- All data on same place
Having your Call Center system running on one server and your phone lines on another server means that you need to access both systems to pull out necessary information such as Call Detail Records (CDRs), reports and call recordings. A single access into a unified system will provide you with faster reporting capabilities, as well as allowing you to forecast easier.
- Lower costs for lines and minutes
VoIP is known for offering much lower prices, especially for long distance and international calls; thus, if you’re switching from traditional PSTN lines for your Contact Center, you will notice a decrease in your operating costs by even 60%.
- More features
Hosted VoIP services continuously come with innovative features that are automatically added to your capabilities, enhancing the ways you communicate with your customers. These features include voicemail to email, e-fax and SMS services, all in the same system.
Making and receiving calls is no longer enough to keep up with your competition; your Call Center must evolve into a Contact Center, which also offers besides telephone communication chat, emailing, faxing, texting, self service, conferencing and even screen sharing solutions. This is all possible due to the integration capabilities of the Virtual Call Center, which can be linked to basically any other business platform, such as CRM, ERP, billing systems, collaboration platforms, etc.