How to Boost Call Center Productivity with a Hosted Call Center

Businesses that use call centers to serve customers are constantly searching for ways to “do more with less”. And a growing number of them are discovering that the simplest and smartest way to dramatically boost call center productivity is with a hosted call center. Here are the top 3 reasons how and why:

1. Integration with CRM Systems

Hosted call centers integrate with existing CRM systems in the environment to increase call center productivity in several ways. For example, sales agents and support reps can take advantage of inbound screen pops, which displays an incoming caller’s information (e.g. purchase data, calling history, etc.). This not only impresses customers who feel valued and important, but it saves time and increases first call resolution (FCR) rates. For instance, calls can be routed to the appropriate department or team before they are even answered.

2. Seamless After-Hours Support

Another key way that a hosted call center drives call center productivity is through total mobility. Instead of being limited to a specific office (or offices), sales agents and support reps can be located anywhere -- including a home office. Customers do not experience or perceive any difference. As far as they are concerned, the call is being made to a business’s physical call center. But for businesses, the difference is enormous, because they can increase productivity and lower labor and overhead costs at the same time.

3. Unified Calling Features

The unified calling (UC) features of a hosted call center do not just improve call center productivity, they can fundamentally re-invent it – and elevate everything from customer satisfaction, to sales results, to lifetime customer value and the list goes on. For example, the voicemail-to-email feature allows staff to pick up calls on-the-go and be more responsive; which is especially valuable for sales agents who are building a relationship with prospects, and nurturing them along the buyer’s journey. Other UC features that boost productivity and customer engagement include text messaging and video conferencing. As noted by CMO Innovation: “VoIP allows you to stay in contact with more people in more ways”.  

Learn More

To learn more how your business can boost call center productivity with a hosted call center, contact the Votacall team today. We have in-depth experience supporting call centers of all sizes, including disparate teams spread out across the city, state, country or world. Your consultation with us is free.

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