A contact centre can be an essential part of any enterprise business. It is one of the main ways in which a customer interacts with an organisation. Such a contact centre is largely responsible for the organisation’s customer service and is therefore responsible for the quality of their reputation. This is particularly true for companies which are predominantly online businesses, where contact with a call centre agent forms both the first and last impression that a customer has of the organisation. The contact centre therefore plays a significant role in the development and retention of customer relationships and loyalty.
Essential as they are, contact centres have previously been seen by many organisations as cumbersome and expensive on-site entities. The development of hosted contact centres has changed this, making it easier and more affordable to run an effective call centre that adds real value to a business.
A hosted contact centre solution allows organisations to outsource the provisioning and management of contact centre infrastructure and systems to an external service provider. Organisations retain their business processes and staff on-site at their own facilities and receive the contact centre offering “as a managed service” from a third-party data centre. This dramatically reduces infrastructure and operational costs, reducing complexity, allowing the organisation to focus on their core business.
Some of the benefits of implementing a hosted contact centre include:
• Move away from ageing premise-based systems with large upgrade, licensing and equipment costs
• Can be reduced or scaled easily with cost-effective pay-per-use ability to meet seasonal or volatile contact centre demand and reduce unnecessary operational costs during off-peak times
• Security is enhanced, as with any cloud technology, as full partitioning of data is inherent in many hosted contact centre solutions
• Expanding to multiple geographical sites and remote agents easily and transparently
• Manage operations in real time and from any location
• Serve new channels without having to make substantial investments or develop in-house specialist skills
• A monthly all-inclusive subscription fee allows for better budget control and allocation
• Simplify management processes by standardising a communications platform and creating transparency of the contact centre functions across all business areas
• Outsourced specialised skills and support – access to specialised skills and best practices
• Better resource utilisation in general. It frees up resources that can focus more on the customer experience and less on the infrastructure
• Relieve the strain on the internal IT department
• Aligns with a broader IT strategy to move technology platforms from your data centre to a managed hosted environment
To learn more about hosted contact centre solutions, see Nebula’s recent (Feb. 2015) whitepaper “Hosted Contact Centres: Business Feasibility and Solutions Offerings” which is available for download here: Nebula Whitepapers.