Tuesday, April 12, 2011

Hosted Call Center: Scale Up, Scale Down and Only Pay for What You Use

Imagine being able to scale your call center up or down as needed and only pay for what you use. That would be pretty handy wouldn’t it? How about a solution with scalability and virtually no upfront costs? Scalability may well be the number one reason so many call centers are either moving to or augmenting with hosted call center solutions.

A political group needed to have over 2,000 at-home agents making outbound calls on behalf of their candidates for 30 days. This was easily accomplished by using a hosted solutions provider. The agents were able to connect to the hosted call center platform through their browser and either a home phone or cell phone. Agents logged in through their browser and immediately received a call from the platform which connected them until the time that they logged out. Once connected to the platform, the system’s predictive dialer efficiently dialed outbound calls to constituents and connected them to available agents. The campaign was a tremendous success. It did not require a large capital investment to get started nor was there a penalty for only using the platform for 30 days.

Another example of the scalability benefits of a hosted call center platform would be a catalog company or business whose incoming call volumes explode during the holiday season. Let’s say for example that your business typically requires only 100 agents per shift for most of the year but during December, you need an additional 100 agents per shift to handle the volume. Does it make sense to invest in additional infrastructure for a short term event? Companies don’t have to if they partner with a hosted solutions provider. Hosted providers can usually work with or integrate with their incumbent systems. The company pays the hosted provider for the licenses used by their holiday agents for the period needed and then the licenses are shut down when no longer required.

Perhaps the companies that benefit the most from hosted call center platforms are BPO’s (outsourced call centers). Quite frequently, they will contract with a customer who needs inbound or outbound services for a short term; such as three to six months. By partnering with a provider of hosted call center solutions, the BPO can take on short term clients without further investment in their infrastructure.

Scale up, scale down and only pay for what you use with a hosted call center solutions provider. While many call centers are moving away from premise based systems to hosted solutions because of their versatility and cost benefits, others are finding it beneficial to partner with hosted providers throughout the year to augment or complement their existing infrastructure and to help with their flux in call volumes.



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