As new age customer experience solutions, call centers help businesses to handle inbound, outbound interactions efficiently without investing in expensive hardware and proprietary software. Companies can access the hosted call centers over the internet as Software as a Service (SaaS) tools. They can customize the software based on pay-as-you-use pricing plans. However, reduced operational cost is not the only factor to drive the growth of cloud call center demand.
Like onsite call centers, virtual call centers have all standard features — Interactive Voice Response (IVR), Automatic Call Distributor (ACD), Workforce Management (WFM), unified messaging, and voice data analytics. Many businesses even opt for hosting their call centers to accelerate full-featured deployment, eliminate need to deploy in-house contact center technicians, reduce networking and operational cost, and implement emerging call center trends.
According to report published by Research and Markets, “The global cloud-based contact center market is expected to grow from USD 6.80 billion in 2017 to USD 20.93 billion by 2022, at a Compound Annual Growth Rate (CAGR) of 25.2% during the forecast period.”
The report depicts that more and more enterprises are switching from conventional call centers to virtual call centers. However, several decision makers still feel skeptical about hosting their call center solutions. They believe in a number of common myths instead of evaluating the pros and cons of hosted call centers based on the neutral information. Hence, we are demystifying some of the most common misconceptions about hosted call centers.
Clearing 8 Common Misconceptions about Hosted Call Center Solutions
1. Hosted Call Centers are not Suitable for Large Organizations
Many decision makers believe that virtual call centers are suitable only for small businesses and start-ups. The new age contact centers lack the functionality and flexibility required to meet complex telecommunication needs of large organizations. But the web-based call centers beat on-premise call centers in the categories of performance, flexibility, and scalability.
The cloud services enable large organizations to scale up or down resources as per need of the hour. The large enterprises can further avail additional agents and resources based on pay-as-you-go plan.
2. Hosted Call Centers Lack Robust Functionality
Often decision makers fail to differentiate between conventional and virtual call centers clearly. They believe that the hosted call centers lack most of the core and few additional functionalities provided by on-premise call centers. But the cloud-based call center solutions have been evolving consistently.
Each new version of the web-based call center solution comes with a set of new functionalities and enhancements. Hence, the businesses can easily avail additional functionalities by opting for the most recent version of the cloud-based call centers. The providers further enable businesses to avail these new and improved functionalities immediately through automated software upgrades.
3. On-Premise Call Centers are More Customizable than Hosted Call Centers
Virtual call centers are believed to be less flexible and customizable than on-premise call centers. Though on the other hand, on-premise call centers cannot be upgraded or customized without making hefty changes to both hardware and software. The skilled call centers even need additional time to change the configuration and customization.
Whereas the hosted call centers can be quickly customized while keeping the core architecture intact. As the contact centers solutions can be accessed as a cloud service, the providers can accelerate customization and configuration changes programmatically.
4. Hosted Call Centers cannot be Deployed Rapidly
Most call center managers believe that conventional call centers are easier to deploy and manage than virtual call centers. But the technicians must focus on both software and hardware to integrate and implement an on-premise call center successfully.
They even must test various aspects of the on-premise call center based on varied criteria. On the other hand, hosted call centers can be deployed and accessed rapidly over the internet. The businesses even have option to integrate the cloud-based solutions seamlessly with their existing enterprise applications and solutions.
5. Hosted Call Centers Make Users Discard Expensive Telephone Systems
Many businesses avoid virtual call centers to protect their investment in expensive telephone systems. The cloud-based call center solutions enable businesses to meet their telecommunication needs without investing in specific hardware or software.
But the enterprises still have the option to avail cloud-based contact center solutions as part of their existing infrastructure. The businesses can customize and extend the hosted call center solution to retain their equipment and instruments.
6. Hosted Call Centers Compromise Data Security
When a business opts for hosted call centers, it needs to move both corporate and customer data to the cloud. The cloud technologies enable agents to access customer data anytime and anywhere. Unlike many decision makers’ belief that the external and decentralized storage of data leads to security breaches and attacks, cloud hosted solutions are more secure.
Most cloud service providers protect their data by implementing level 4 security as per PCI Security Standards Council (PCI SSC). The enterprises can further take advantage of cloud-based solutions to implement robust security plans and monitor data security.
7. Hosted Call Centers Increase Total Cost of Ownership
Many businesses prefer virtual call centers over on-premise cost centers to reduce deployment and operational cost in the long run. But many decision makers still believe that hosted call centers increase the overall cost of ownership. To evaluate their choice of contact center, call center managers need to understand the total cost of ownership of on-premise vs cloud contact center.
The hosted call centers reduce deployment time and cost by eliminating need to invest in expensive hardware and software. Also, the new age contact centers enable businesses to save money by availing affordable subscriptions.
In addition to reducing initial capital expenditure, cloud-based call centers also help users to reduce operational costs related to maintenance, updates, backup, and IT staffing.
On the whole, each business can reap a number of benefits by switching to hosted call centers. They have option to choose from a wide range of hosted call center solutions. The decision makers must assess the pros and cons of individual hosted call center solutions based on information collected from neutral sources.
The initial research will help them to pick the right hosted call center solution along with clearing these common misconceptions.