Hosted Call Center Solutions
In this day-and-age agile digital business, presuming customers are entangled in business progression is a must. This is where hosted call center software emerges to the rescue of the enterprise winning a round against the problem! By that brought, the Hosted Call Center Solution, all the aforesaid items will be the ones that get the elevated conditions and positions.
In putting your money on one can push your business to a whole new level in terms of acquiring customers.
Let’s dig deeper and look into some of the actual information about this hosted call center solution, as the reason, we need to implement this cloud-based call center solution for your business.
Why and how a Hosted Call Center Solution?
A hosted call center, a software solution for the management of incoming and outgoing leads as well as voice-based guest relationships, consisting of predictive, progressive, and preview modes, is chosen for this purpose.
It provides easy to make online communication away from a physical office in real-time.
You can log in to account from your computer or smartphone just from your home.
However, it will be different from the in-house call center since it is not based on the cloud server but on the third party company Businesses can have the cost benefits from call center outsourcing.
This will make it unnecessary for them to pay for facilities and the maintenance of them and hence the firm will have the liberty to increase or decrease the call center operations.
Clients can choose the centralized lead platform which is provided by the system and is usually added with call recording and call handling capabilities.
Establishing a hosted call center software offers various benefits to businesses such as:
1. Cost Efficiency:
Hosted call centers that are the providers of support services cut down the expenditure dramatically instead of the amounts to be managed, place for repairs in, and the issues that are faced in the traditional call centers.
Hosted call centers by companies are not only cost-reducing elements but offer the business to cut down on the physical offices’ space, computer equipment and telecommunication infrastructure.
This impact can be traced to the cutting of bills, to time and resources for services and equipment upkeep.
2. Flexibility to work anywhere:
Hosted call centers allow support staff to telework from any place where there is a dependable internet facility. They can work from home, use the satellite offices, or even be connected to the internet from any location that can, therefore, organize a geographically dispersed team.
3. Enhanced Customer Satisfaction:
The call center platforms of the trendy days are well-built and come with all the inbuilt features intended to keep customers satiated including automated call distribution (ACD), interactive voice response (IVR), voice bots, call analytics, predictive dialers, multichannel contact center solution, bulk messaging, virtual PBX.
They can predict and act before any customers are unhappy which increases customers’ satisfaction and consequently, businesses’ profits.
4. Elevated agent efficiency:
Agents are thus able to multi-task as they can efficiently manage all customer conversations using the omnichannel agent desktop which provides them with a comprehensive view of the callers.
Nowadays agents are not required to spend whole time searching for the past interaction data or contact details of the customers but are now capable of getting all this information nearly instantly at a click of the mouse.
This is thus can save them a lot of time in speeding up solutions of their problems as well as improving overall work efficiency.
5. Provides Real-Time Analytics:
Making multiple transactions and monitoring of all the customers, agents and their records all at one time may be a bit of a challenge but with cloud-based call centers its done in a very streamlined way.
There is a number of abilities which call centers are endowed with and the major of them is the gathering of client information.
It is not rocket science to comprehend who is reaching out, for what ask, how effectively the agents are dealing with these requests, and if the customers are satisfied with the service rendered—all these points are taken into consideration, straightly.
The Live panel and Call tracking features, which are provided by the cloud technology, allow for monitoring of the incoming, outgoing calls and agents which reflects on the agent’s performance.
Real-time analytics are in charge of monitoring the feedback metrics and calculating the length of calls, satisfaction ratings, and average waiting time.
6. Scalable Software Solution:
The cloud-based call centers are a scalable software solution which solely utilizes the resources of the data servers. An additional external investment is nill.
This solution can be customized as you wish (can either add or delete anything) agents can work remotely but the only requirement is a reliable internet connection and will offer exceptional customer support wherever you may be.
Also it supports expanding number of workers and makes working process flow comfy.
Hosted Call Center Solution – Features:
Hosted Call Center Solution – Features:
Our ConVox Hosted Call Center solution is the thing that your contact center needs on cloud. It is complete, comprehensive and a viable option to all of your needs. This broad platform in Inbound calls, outbound calls traffic and blended calls serves well. Simultaneously, the latter will be available with as small as 2 user subscriptions at the entry level, and as large as 1000 users subscriptions on the other end.
Under the ConVox Hosted Call Center Solutions, we provide these following services:
• Automatic Call Distribution: The calls are leveling automatically among different groups of the agents to guarantee fair workload for each of them.
• Inbound/Outbound/Blended Dial Modes: Process Admin will determine the relevant dial options, which will depend on the specific requirements of the business process.
• Outbound Modes (Auto & Manual): It will help in Prediction / Progress / Prep / Manual / Call to Click.
• AI Based Lead Dispositions: Instead of giving unsatisfying or prolonging reason codes, the predictive dialer gives crisp dispositions for unrelated scenarios while predictive dialer mode.
• IVR: Offer a customer interaction of self-service in order to get data input of call routing.
• Missed Call Handling: Admin can first set provision that the call must not abandoned.
• Call Barge-In/Call Coaching: Supervisors make use of call recordings and advisors are trained using live calls.
• Call Recording: Also keeps all discussions for the preceding coaching.
• Work from Home (Remote Working): Admin or Agents can login from anywhere using a secure VPN connection and mobile phone can be as a savior work station.
• Mobile App for Agents: Agents are able to take calls within the mobile application or dial out calls through the same platform, they can also record calls and all the dialing features can be found in the app.
• Disposition Management: The calls for which the saves are made can be marked with dispositions, and sub-dispositions codes.
• Monitoring tools: These include: all call center resources, namely agents, calls, servers and campaigns which are monitored live in real-time.
• Dedicated Machines: We address the problem with diverse VMs in receiving.
• MIS Reports: Offer reports, details, and campaign’s performance.
• External CRM Integration: Dialer can Easily Sync with CRM solutions: Salesforce, LeadSquared, Zoho, MS Dynamics and Freshdesk.
Conclusion:
Part of the hosted call center solution adoption is to have the business system more efficient, with less complex and smoother operations, thus raising customer experience.
It can be a competent solution for agents to raise their navigational feature and offer 24/7 customer support regardless of their position, and customers appreciate the advantage they are given of quick assistance anywhere and anytime.
By improving access to customer service , and with the possibility of remote work, this application is indeed a force to reckon with in modern customer care.
Why stick to just the regular call centers the Hosted call center software can do much more than that.
Innovation, set highest standards, be competitive, and you can assure customers’ flow of calls!
