The call centers are supposed to help businesses save enough costs, improve productivity, increase governance & compliance, and most importantly: enhance user experiences and satisfaction.
However, today many businesses that are using traditional premises-based PBX to support their call center are not reaping such rewards.
Here are some important challenges mentioned that every business owner face and a solution to permanently solve the issues;
On-premise call centers are quite expensive to operate. Call center agents and representatives must be present on-site, which usually drives up leasing, utility and infrastructure costs. In most of the cases, businesses are forced to move into some more expensive and large offices to accommodate their growing call center workforce. In case of choosing hosted VoIP call center, businesses are able to deploy an off-site call center staff in those areas with inexpensive lease and affordable overhead costs. They can simply set up the agents in home offices, which drive low costs.
Limited platforms for communication:
Today people want more and more options to connect with businesses like setting up instant messaging tools and chat. Integrating these communication means on premises-based call center is little complex and expensive. And in most of the cases, taking advantage of the updated unified calling innovations or technologies is not much possible.
And on the other hand, a hosted VoIP call center usually offers a full range of communication platforms, which also includes instant messaging and chat features. What’s more, hosted VoIP systems are also the “future proofed investment” in a way that businesses can usually enjoy some advanced features as well as functions. So, the latest and greatest innovations aren’t reserved for the new users and that is something which traditional phone companies are notorious to do.
Organizational changes and employee burnout:
If you ask any call center agent, they will surely tell you that the job experience is quite rewarding, but it is also much stressful and hectic. Yet, call center managers, executives, and supervisors are mostly unaware about what’s really going on in the environment, as these premises-based call center phone systems do not tell the whole story.
Fortunately, call center agents also prefer a hosted VoIP phone system which can amazingly support a 360-degree visibility. It’s easy for supervisors, managers and executives to track a complete range of metrics and KPIs, such as their first call resolution, call volume patterns, time-to-resolution and more. Such actionable data can be utilized to offer individual as well as team training, which also better scheduling, and boost recruitment campaigns.
When your business will switch to a hosted VoIP call center, everything would be managed and streamlined, especially the users, who tend to spend less time on hold and leaving voicemails. Thus, they can solve the issues by asking more questions answers conveniently through a noise-free communication channel. They can solve problems instantly, and in return, your targets will be achieved. If you want to get more details about such a convenient platform, you can consult with VoIP Terminator professionals and follow their suggestions and guidance.