BLOG ยป What is Hosted Contact Center? And Why It's The Best Option

What is Hosted Contact Center? And Why It's The Best Option

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  • Effective communication is the cornerstone of any successful business. Without it, businesses can struggle to provide timely and efficient customer service, leading to reduced customer satisfaction and decreased revenue.
  • In today's hyper-competitive business landscape, having a communication solution that streamlines your operations and improves your customer service capabilities is more critical than ever. This is where hosted contact centers come into play.
  • A hosted contact center is a powerful tool that enables businesses to centralize their communication channels and streamline their customer service operations.
  • With features such as voice, live chat, SMS, and social media, all integrated into one unified platform, hosted contact centers can help businesses achieve improved efficiency, flexibility, and scalability.
  • This, in turn, can lead to an enhanced customer experience, increased customer satisfaction, and improved business outcomes.
  • In this blog post, we will explore the benefits of a hosted contact center in more detail, including its ability to provide businesses with expert support, reduce downtime, improve security, offer better reporting, and provide a wide range of communication channels.
  • We will also discuss why hosted contact centers are becoming increasingly popular among businesses of all sizes and industries.
  • By the end of this post, you will have a clear understanding of why a hosted contact center may be the best solution for your business to improve customer service and communication capabilities.

What is a hosted contact center?

  • A hosted contact center, also known as a cloud contact center, is a communication solution that is hosted and managed by service providers like TeleCMI either in their physical location or on the cloud. This approach allows businesses to enjoy the benefits of a contact center solution without investing in expensive hardware or software.
  • Furthermore, by relying on a hosted contact center, businesses can free themselves from the hassle of managing the hardware technology on their own premises, reducing maintenance costs and time investment.

Why businesses are considering hosted contact centers as the best option for them today

  • There are several reasons why businesses are turning to hosted contact centers as the best option for their customer service needs. Here are a few:
  • Hosted contact centers are becoming increasingly popular among businesses due to their cost-saving benefits. With a hosted contact center, a cloud telephony service provider manages and maintains the infrastructure and software in the cloud, which means businesses can avoid the high costs associated with on-premise hardware and software.
  • Additionally, hosted contact centers utilize VoIP (Voice over Internet Protocol) technology for making and receiving calls, which can significantly reduce call charges for domestic and international calling as voice transmissions are transmitted over the internet instead of traditional physical phone lines.
  • Moreover, businesses no longer have to purchase a dedicated device to make and receive calls as the hosted contact center solution offers a softphone app that can be installed on existing devices.
  • This can provide great cost-saving advantages for small businesses, startups, and even enterprises.
  • By eliminating the need for dedicated hardware, businesses can reduce their initial investment and ongoing maintenance costs while still benefiting from reliable and high-quality communication services.
Flexibility and scalability
  • Hosted contact centers offer businesses high scalability and flexibility, enabling easy expansion or downgrading of phone lines based on their current business needs.
  • With options like monthly subscriptions, upgrades, and pay-as-you-go models where businesses can use the service without any validity restrictions.
  • However, only a few providers, such as TeleCMI, offer this level of flexibility. This is particularly useful for businesses with fluctuating demands, such as during festival sales when call volumes are expected to be high.
  • After the sale is over, businesses can easily downgrade their phone lines to match actual call volumes.
  • Additionally, hosted contact centers support a remote work culture, as virtual phone systems can be used from anywhere with an internet connection, making them ideal for field employees who travel to multiple locations.
  • This flexibility also promotes a hybrid work culture and enables employees to work from anywhere without compromising the quality of their work or productivity.

Advanced features for modern communication

  • As communication technology advances, it has become increasingly important for businesses to adopt modern solutions that can effectively address contemporary communication problems.
  • While traditional contact center solutions have been the norm for many years, they may have limited features and may not be equipped to handle the diverse communication needs of modern businesses.
  • This is where cloud contact centers come into play, offering a host of advanced features and capabilities that can transform the way businesses communicate with their customers.
  • One of the key advantages of a cloud contact center is the ability to offer a wide range of communication channels, including voice, email, live chat, SMS, and social media, all integrated into one unified platform.
  • This not only enhances the efficiency of communication but also provides a seamless and convenient experience for customers, who can choose their preferred channel of communication.
  • With the ability to seamlessly switch between channels, agents can provide a personalized and consistent experience across all touchpoints.

Detailed reporting

  • Hosted contact center software enables businesses to gain valuable insights into their customer interactions in real-time.
  • By leveraging various communication channels, including voice, chat, and social media, hosted contact centers allow companies to track and analyze customer interactions across multiple touchpoints.
  • One of the key benefits of a hosted contact center is the ability to generate detailed post-call reports, which provide businesses with critical information about customer behavior, preferences, and satisfaction levels.
  • These reports can help companies identify areas for improvement and implement changes to enhance the customer experience.
  • In addition to post-call reporting, hosted contact centers also offer detailed call analytics that provides insights into departmental and individual performances.
  • By tracking metrics such as call duration, call volume, and customer satisfaction ratings, businesses can identify top-performing agents, monitor customer trends, and make data-driven decisions to improve their overall customer service.
  • Another significant advantage of a hosted contact center is the ability to monitor active conversations between agents and customers in real-time.
  • This feature allows managers to provide on-the-spot coaching and training to agents, improving their performance without disrupting the customer experience.
  • Additionally, analyzing post-call recordings and metrics helps businesses gather customer feedback and identify areas for improvement, enhancing customer satisfaction and creating loyalty, which ultimately improves business productivity.

Outbound campaigns

  • One of the most efficient ways to make outbound calls is by utilizing contact center software solutions that enable the creation of outbound campaigns.
  • These campaigns, also known as auto dialers, can significantly enhance productivity by eliminating the need for agents to manually dial each number.
  • Instead, auto dialers automatically dial numbers from the uploaded list and route calls to the available agents or set rules to route calls to the most suitable agents to attend calls.
  • This process effectively reduces the time and effort required for manual dialing and allows agents to complete their assigned tasks as quickly as possible.
  • As a result, agents can focus on other productive tasks, leading to higher efficiency and improved customer satisfaction.
  • In addition, auto dialers can also help to reduce the risk of human error, such as dialing the wrong number or failing to follow up with a lead.
  • With the use of auto dialers, outbound campaigns can be executed with ease, efficiency, and accuracy, resulting in better outcomes for the business.

Reduced downtime

  • Using an on-premises contact center solution can be troublesome as it faces downtime or hardware failure.
  • Since it is hardware-based, businesses need to inform their service team, who will come to their premises to fix the issue.
  • This may take days or even weeks, depending on the severity of the problem, leading to unproductive employees and potential business losses.
  • On the other hand, a hosted contact center can provide higher levels of uptime and reduced downtime for businesses.
  • This is because the service provider is responsible for maintaining and updating the software and hardware, eliminating the need for businesses to worry about system failures or other issues that can cause downtime.

Improved security

  • Hosted contact centers typically have robust security measures in place to protect customer data and prevent unauthorized access, which includes end-to-end encryption technology and multiple layers of advanced security.
  • Businesses can comply with data protection regulations and provide peace of mind to their customers by activating their service from an ISO 27001 provider, ensuring that adequate security measures are in place to protect data and sensitive information.

Final Thoughts

  • A hosted contact center is an all-encompassing solution that offers numerous benefits to businesses of all sizes.
  • It enables businesses to realize cost savings, achieve scalability and flexibility, and access expert support, all while reducing downtime and improving security.
  • Additionally, with the latest reporting and analytics capabilities, businesses can gain deeper insights into customer behavior and preferences, which can help inform future business decisions.
  • Perhaps the most significant advantage of a hosted contact center is its ability to offer a wide range of communication channels, including voice, live chat, SMS, and social media, all integrated into one unified platform.
  • This provides businesses with the flexibility to communicate with customers in the channels they prefer, providing a seamless and personalized experience that can enhance customer satisfaction and loyalty.
  • In today's fast-paced and ever-changing business environment, businesses must stay competitive by embracing the latest technology.
  • With the numerous benefits that hosted contact centers offer, it is clear why more and more businesses are turning to them as the best option for their customer service needs.
  • By leveraging the power of a hosted contact center like TeleCMI, businesses can not only improve their customer experience but also gain a competitive advantage in the market.

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