Hosted Call Centers are quickly becoming adopted by more and more call centers around the world. Hosted Call Centers provide a number of benefits over traditional on premise technology. but make sure you select the right hosted call center provider. Your business relies on the integrity and functionality of your call center software. What if it were to go down unexpectedly? How would that affect your business’s revenue, functionality and profit margins? Even though you may work through a rigorous call center vendor selection process, it is possible that you may miss some of the most important points; these points which can negatively impact your business and the results obtained. As you shop for call center vendors, be sure to evaluate the points below and develop proactive solutions for addressing them.
4 things that call center vendors may not disclose to you:
1. Their software was not designed to be hosted. It does not go through firewalls, required open ports to function properly or their API’s are not encrypted.
2. Even though they may be marketing their software as ‘on demand’, the customer will still be required to install the software locally on their computer systems and participate in ongoing maintenance.
3. Many call center software vendors participate in weekly maintenance of their systems, causing your system to be non-functioning, often with little notice which can interrupt your business’s flow.
4. Many call center software vendors do not have a highly available platform or plan. For example, a technology failure could take your business offline for several hours.
How do you address these issues?
As a business owner or manager, you are concerned with the overall operation of your call center. When utilizing call center software, it is likely because you want to increase efficiency, streamline systems and improve overall customer satisfaction. Each of these areas will ultimately improve your bottom line. But, what if you have selected a call center vendor that does not provide these important benefits but instead, interrupts the flow of your business, costing you both time and money?
The best thing that you can do to counteract these issues is to proactively screen vendors before selecting them. In your interview process, add the following questions:
o Is your software designed to be hosted? Are your API’s encrypted? How are firewalls treated?
o What installation will be required if I select your company for my call center software? What ongoing maintenance will I be required to provide and what customer service plan do you offer? How accessible are your customer service agents? And, what methods are they available for communication?
o When do you perform ongoing maintenance on the call center systems? Do you provide advance warning for these regular upgrades? How far in advance is this information provided?
Titan Call Center Tijuana
Lorenzo Barcelata #26, 1, 22435 Tijuana, B.C.