How a Hosted Call Center Reduces Operating Costs

A growing number of call centers are making the switch to a hosted call center. And while a major factor behind this decision is to dramatically reduce their telecommunications cost, that is not where the financial advantages end.  

This is because a hosted call center also reduces ongoing operational costs in 5 key areas:

1. Supports Decentralized Call Center Design

A hosted call center allows agents and reps to effectively and efficiently work in multiple offices vs. a single, centralized location. This significantly reduces overhead costs (rent, utilities, insurance, property management, etc.), yet without diminishing customer service or support. It is even possible to have call center staff work in their home office, and access the system through their computer (softphone) or smartphone (mobile app).

2. Access Advanced Features with No Added Hardware

As noted by ITToolbox.com, adding new features to a traditional on-premises PBX phone system typically requires adding costly hardware. However, with a hosted call center, it is easy to access advanced features – such as support tracking, video teleconferencing, call queueing, instant messaging and more – without adding any hardware at all. At most, the system needs to be updated; which as discussed momentarily, is not something that call center IT staff need to add to their to-do list.

3. No Added IT Burden

As noted above, hosted call center updates and upgrades are handled off-site by the VoIP Solutions Provider. As such, there is no need to recruit additional IT help, which can save tens or hundreds of thousands of dollars per year. What’s more, since the system is maintained by qualified and experienced hosted VoIP phone system experts, issues or requests are resolved faster and more efficiently.

4. Affordable Scaling

One of the biggest challenges that call centers face, is that call volume fluctuates based on various factors such as new product launches, seasonal demand, as well as external events (e.g. the release of a government report or issues in the media, etc.). A hosted call center affordably scales based on these changing needs. Instead of purchasing hardware and waiting for installation and configuration, call centers simply add licenses (purchased through their dashboard online within seconds). And if call volumes diminish and they have fewer reps and agents, call centers simply let existing licenses expire.

5. Better Customer Retention

Last but certainly not least: hosted call centers enhance the customer experience because they make agents and reps more responsive, and equip them to be more efficient and better prepared. This helps improve customer retention, which means that organizations spend less money acquiring customers, while generating more profit from existing customers. Indeed, research by ThinkJar found that it is 600-700% more costly to attract a new customer than to retain an existing one.

Learn More

To learn more about how a hosted call center can help you significantly and sustainably reduce operating costs, contact the Votacall team today. We are the award-winning VoIP Solutions Provider that hosted call centers around the country trust and recommend!

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