What Is a Hosted Call Center & What Are Its Benefits?

Operating a call center in today's world can be a challenge, as it is an important function in any business, big or small. The call volume is constantly increasing, and the task of handling a call center is getting more complex day by day. This is where you need to think about Call Center Cloud Solution Providers and why you choose a Hosted Call Center Service, why you need it, and its various benefits. McKinsey's 2022 State of Customer Care Survey found that 61% of leaders in customer care reported an increase in total calls and customer contacts. 

What are Hosted Call Center Services ?

A hosted call center is an architecture that offers hosted call center services  in which the infrastructure for managing inbound and outbound calls is hosted off-site by a third-party provider. It can be based on a physical data center or cloud-based, enabling a business to enjoy more versatile and efficient alternatives than traditional on-premise solutions.

This would be an important note because while all cloud-based call centers are hosted, not all hosted call centers operate in the cloud. It may sometimes utilize physical servers that are remotely managed. Hosted call centers fall into one of two categories.

Single-Tenant: 

Dedicated servers and infrastructure for one client.

Multi-Tenant: 

Shared infrastructure where multiple businesses use the same service but are securely partitioned.

The bottom line: 

Businesses that are using hosted call centers services don't have to manage and maintain the actual equipment themselves; they connect via the Internet, freeing resources and reducing the complexity of operation.

Hosted Call Center Vs. On-Premises Call Center

Location

• On-premises: Your office hosts all the infrastructure; agents must sit in the office to work.
• Hosted: The call center operates outside your premises and allows agents to work from any location with a connection to the Internet.

Ownership and responsibilities

• On-premises: The business owns and operates all hardware, software, and maintenance.
• Hosted: Vendors own and manage hardware, software, and maintenance—less burden for your IT end.
• On-premises: Using traditional landlines connected to a private branch exchange.
• Hosted: Voice over Internet Protocol (VoIP) hence only needs a connection to the Internet and any compatible devices.

Features

• On-Premises: Limited in use to only standard telephony services.
• Hosted: Provides functionalities such as omnichannel communications, intelligent routing, and virtual receptionists.

Benefits of a Hosted Call Center Cloud Solution Providers

Hosted Call Center Cloud Solution providers offer a different advantage from the traditional system that makes them so attractive to modern businesses:

1. Cost Effectiveness

On-premises solutions entail significant investment upfront in equipment and then subsequent ongoing maintenance. A hosted solution obliterates those costs through subscription, meaning the business pays only for what is used. Second, VoIP-based calling is usually less expensive than traditional landline calling and sophisticated tools make the agents more productive, maximizing your ROI.

2. Improved Agent Experience

Agents can deal with the more demanding needs of a customer because of routine task automation. Predictive dialers and central platforms decrease the pressures experienced at the workplace while enhancing work satisfaction. Job satisfaction in such workplaces normally relates to delivering good quality of service while ensuring lower rates of turnover of the workforce.

3. Security and reliability

Usually, the vendors will have very secure systems that encrypt data, have redundant systems, and monitor them constantly, 24/7. While the businesses still own their data, they can reap the advantage of the provider's experience with uptime and protecting that information.

4. Improved Customer Experience

When you choose a hosted call center, the response time to attend a call increases. The hold time also decreases, and there is a substantial difference as the interaction between the client and the host is personalized. The data of the customer is readily available, which makes the task of an agent more efficient and simple. Additionally, as we think of a hosted call center, the accessibility is drastically improved as there are cell service options like IVR systems and chatbots. The customer feels heard, and the issues are easily resolved.

Why opt for a hosted call center?

Hosted call centers follow the changing needs of customer care. The host solution minimizes operational burdens while maximizing flexibility so that businesses can scale efficiently and adapt quickly for high service.

Whether it is small teams or worldwide networks, a hosted call center puts at your fingertips how you could be delivering stellar customer experiences today. In this hosted call center model, if the agendas involve staying competitive, enhancing operational efficiency, and delighting customers, then it's worth exploring.