Customers in the 21st century expect better customer service than has been true at any time in the past. With the economy posing challenges to business enterprises, companies need to retain as many customers as possible in order to maintain profitability both now and in the future. In previous generations, this might have meant running a traditional call center with personnel trained to provide expert and courteous answers to customer questions or difficulties.
Call centers show no sign of becoming a thing of the past, but the IT solutions that drive them are definitely experiencing a renaissance. Many enterprises are now choosing to run a hosted call center rather than one that operates on their own premises using proprietary systems. In a sense, this is a shift from a hardware-based call center model to one that is based on software that can be deployed from a distance.
By using a hosted call center, business enterprises can take advantage of technological development such as multiple channels that operate 24/7. Best of all for the bottom line is the fact that a hosted call center solution can provide better customer service at a lower cost, thus benefitting the business in several ways at the same time.
Hosted call center solutions are best implemented with the hope of an outsourced IT consultant who can discuss the advantages and disadvantages of various aspects to the changeover. Such IT consultants can also provide the expertise necessary to help enterprise staff understand how to effectively leverage the new system as they go about their own duties.