What is a hosted call center and how does it work?
What is a hosted call center and how does it work?
The customer service industry is constantly evolving to provide the highest quality experience at an optimized cost. A great example of this is the hosted call center. In simple terms, it involves outsourcing the management of a contact center system to an external provider. In this article, we have gathered key insights about what a hosted call center is and why it could be a valuable option for your business.
What is a hosted call center?
In short, hosting is a service that allows companies to use the infrastructure and tools of an external provider instead of maintaining their own. In the case of customer phone support, the software and infrastructure necessary for handling calls are managed by a hosting service provider. This means that businesses using this solution do not need to invest in their own call center, significantly reducing both the initial setup costs and ongoing maintenance expenses.
Today, hosted call centers can take different forms. The infrastructure for handling calls may be located in physical facility managed by the provider,data center or in the cloud. In this case, we are dealing with a Cloud Contact Center, which is gaining increasing popularity among demanding clients looking for ways to drive business growth.
How do agents work in a hosted call center? It’s a straightforward process. Customer service agents connect to a remote server via a network connection, allowing them to perform real-time customer support tasks without needing on-site hardware. At the same time, businesses do not have to store or maintain their own equipment, reducing costs and shifting the responsibility for system maintenance to an external business partner.
Characteristics of hosted call center services compared to an in-house contact center
A business can choose to set up and equip an in-house call center or opt for a hosted solution. Both options come with advantages and disadvantages, so it is essential to understand their key differences. Below, we summarize the fundamental distinctions between a hosted call center and a local call center.
Work location and flexibility
One of the primary differences is where agents perform their tasks. In a local call center, agents work from a physical office within the company, which offers less flexibility. In contrast, a hosted call center allows employees to access the system from anywhere with a stable internet connection. This flexibility makes it an ideal solution for remote teams or businesses with distributed workforces.
System maintenance and responsibility
Another key difference is who is responsible for system maintenance and upkeep. In a hosted call center, the service provider handles all maintenance and support. According to the agreement, the provider is responsible for ensuring system capacity, reliability, and infrastructure performance. Additionally, they manage system integrations, updates, and security, as they own the servers and physical phone lines.
Technology
Another difference can be observed in the technology used for operations. In the case of a hosted call center, it is typically Voice over Internet Protocol (VoIP). What does this mean? It means that calls are made via the internet. In contrast, local call centers primarily use landlines (PBX), although in recent years, more businesses have opted for modern internet-based connections.
Potential for using advanced features
The final key difference we want to highlight is the potential of each technological solution. Hosted call centers offer greater possibilities for multichannel customer service and integrating modern AI-based functionalities, including Voicebot and IVR (Interactive Voice Response) systems.
Hosting call center systems – what are the benefits?
Of course, business decisions related to the introduction of new services or tools should be based on a thorough analysis. Factors such as the profitability of the investment and its impact on improving organizational processes are taken into account. So, what are the benefits of call center hosting? Here are the key advantages.
Cost optimization for call center operations
From an entrepreneur’s perspective, optimizing business costs and increasing profitability is crucial. A well-chosen hosting service provides numerous advantages. First and foremost, there is no need to purchase and maintain an in-house infrastructure. Instead, businesses utilize the resources of an external provider. While this involves a monthly fee, in most cases, it is significantly lower than the costs associated with setting up and maintaining an internal system infrastructure.
Greater scalability for call center expansion
Another important factor to consider is the scalability of the call center department as the business grows. As a company expands and acquires new customers, the efficiency of its call center services must improve accordingly. This can be achieved by hiring additional specialists and leveraging AI-powered tools, such as voicebots. In a local call center setup, this would require upgrading workstations and incurring additional expenses. In contrast, a hosted call center solution is more convenient and flexible, allowing for better performance management based on the company’s actual needs.
More comfortable work for specialists and improved service quality
Industry experts emphasize that hosting a call center enhances the satisfaction of customer service specialists. They have access to high-quality technology, enabling them to perform their tasks more efficiently. This, in turn, improves the quality of service, leading to higher customer satisfaction. Greater satisfaction fosters customer loyalty, making them more likely to return to your services or recommend them to others. A well-managed call center supports business growth, and a carefully selected and efficiently utilized hosted call center solution can significantly contribute to this.
Better control and monitoring of contact center performance
Modern hosted call center features offer significant advantages in monitoring service quality and verifying whether performance metrics align with business goals. This makes department management easier. Highly useful cloud-based features include call recording, agent dashboards, call forwarding, and in-depth analytics and reporting (e.g., number of calls made, average call duration, etc.).
Additional features and integration capabilities
Hosted call centers often come with additional functionalities and innovations. Since service providers cater to multiple clients, they have greater investment capabilities and are more likely to adopt new technologies. Their goal is to enhance service quality, retain existing customers, and attract new ones more effectively. In contrast, businesses running their own call center infrastructure may face challenges in making large-scale investments. As a result, hosted call centers provide access to entirely new areas of customer service. Additionally, they offer extensive integration possibilities with third-party tools, including video conferencing, email automation, chatbots, voicebots, and CRM systems. It’s worth evaluating these options when selecting a call center hosting service.
Is a cloud-based call center a tailor-made solution for customer needs?
In customer service, every detail matters. In today’s highly competitive market, businesses seek ways to stand out, and service quality is one of the key differentiators. Consumer awareness is growing, and customers expect even better care and faster resolution of their needs. This requires companies to develop well-structured processes and implement them effectively. Modern solutions, including hosted call centers, play a crucial role in achieving this.
Hosting customer service infrastructure appears to be even better suited to modern market demands and its fast-paced dynamics. These cloud-based call centers are designed to meet the specific needs of businesses, offering greater flexibility. The scope of collaboration with the service provider can be adjusted in real-time, making it a valuable solution for both growing businesses and companies with seasonal service fluctuations.
Additionally, hosting customer service infrastructure aligns perfectly with current trends, including the increasing demand for remote work models. This enhances the experience and satisfaction of customer service specialists, enabling them to perform their tasks more efficiently.
Implementing innovative technologies with EasyCall
Looking for professional support in implementing call center systems? Explore our offer! At EasyCall, we provide a high-quality call center system for multichannel customer communication, along with a range of additional tools such as voicebots and chatbots. Want to learn more? Contact our expert, who will guide you through the entire process.
