Things to consider when Deciding to use a Hosted Call Center

A hosted call center can be a cost-effective way for companies to provide expansive customer support at a lowered expense. Also known as a virtual call center model, a hosted call center uses web-based software to handle incoming calls. A Virtual Private Network is utilized to evaluate calls and transfer them to an agent. Many companies utilize a service provider that will provide these tasks for them, as well as provide customer service agents. There are different factors to consider when deciding to use such a service.
For most companies, the first consideration is cost. The charges for a hosted call center range greatly depending on the service that they provide. Generally the volume of calls is the deciding factor. Companies may charge per hour or they may charge per call. Other issues that can affect cost is how many customer service agents are dedicated to your company and how many ports you use if you use Interactive Voice Response (IVR). You should make a budget on how much you can spend on this service and look at the options within this price range. Oftentimes it is a great deal cheaper than creating your own traditional call center. Get quotes from a variety of call centers.
Many hosted call centers utilize push button technology to route calls to the correct customer service agent. Consider how your customers and clients would respond to such a system. Of course, most customers prefer to talk to a live person, and the amount of automation in a system can range greatly. Decide how much automation you would like and compare it to the automation offered by the particular company.
It is also important to evaluate the automation system in general. Some are much more user friendly, whereas others are more confusing. Some have added features such as allowing for voice responses.
It is important to rate the quality of customer service agents when choosing to outsource to a hosted call center with a service provider. Of course one benefit of a hosted call center is that the customer service center does not have to be on site or even in the same country. One hosted call center can function for a variety of sites. You may save money by outsourcing it to a foreign country, however a lot of customers prefer to be connected with agents in a domestic center.
You need to evaluate the complexity of your particular business and the customer service complaints that can arise. When you outsource customer service, you will need to train agents. You will need agents that can properly understand the issues and resolve concerns. Of course information can be presented to the agents as the questions arise such as through the use of a database on a web-based system.
With just a computer and solid internet connection, one can easily set up a hosted call center. A variety of companies provide this software and the services in general. Evaluate the features of the different companies to choose the one that is right for you.
Sources:
http://www.hosteddialerhq.com/hosted-call-center/
http://www.merit.edu/documents/pdf/services/meritvoice/hostedcallcenter.pdf