What are the advantages of a hosted call center?

The call center in front of the hosting town is bound to become the trend of market development in the future.

Call centers have experienced decades of development internationally and have entered a mature stage. Nowadays, after long-term development, the call center has formed a mature market space abroad.

Market differences between domestic and foreign call centers.

According to the report, call centers have spread across almost all walks of life across the country. However, compared with foreign countries, there is a certain gap between the application environment of the call center and the acceptance of the market.

Managed call centers are on the move.

In the future, managed call centers will become an important choice for small and medium-sized enterprises. Many domestic enterprises have seen this new development opportunity.

Call center hosting services are a forming and expanding market in China, and have huge market prospects. The application of managed call centers in enterprises will further heat up.

There are differences.

An enterprise develops a call center system by itself and rents a call center service provider.

Self-built call center: refers to the enterprise purchasing hardware and software equipment to build a complete set of call center system, writing business process software according to the needs of the enterprise, and providing services to customers.

Hosted call center: refers to the use of the call center platform provided by the call center service provider, the enterprise almost does not need to purchase the hardware equipment of the call center, as long as it has a network of computers, and the operation of the call center platform is handed over to the service provider.

Both types of call centers have their own advantages and disadvantages.

Managed call center is a call center service that can be rented, and enterprises do not need to purchase any software and hardware systems, but only need to have basic conditions such as personnel and venues, and can quickly establish their own call center.

Features of a managed call center service.

Worry-free: full custody service, one-stop solution; Peace of mind: carrier-class quality, professional service; Flexible: Variable on demand, distributed deployment; Economical: "0" one-time investment, low total cost of ownership.

What kind of business is suitable for a managed call center.

Business status: in a state of rapid growth or change, it needs to change according to demand; Operational capability: Lack of call center operation experience and professional maintenance team; Cash flow:

Funds are limited, and priority is given to core links such as marketing; Business philosophy: hope to focus on the core business, the non-main business tends to outsource.

Managed call center is a completely rented call center, enterprises do not need to purchase any call center software and hardware system investment, only need to have basic personnel and office equipment and space, quickly establish enterprise call center.

The advantages of this type of call center are:

1. It is suitable for small and medium-sized enterprises, especially newly established enterprises, to improve the enterprise communication system, with less investment, and can be quickly put into use.

2. Seats can be purchased according to the business needs of the enterprise, and can be increased and decreased freely, with good scalability.

3. Enterprises can use the new applications and new functions brought by the system upgrade!

The disadvantages are also more obvious:

1. The call quality is relatively poor, the equipment of the managed call center is in the service provider's computer room, and the voice transmission distance will affect the call quality, especially the call quality of the enterprise's outbound call is even worse.

2. The function of the service is limited, and the function of customization is limited. Because the call center of all enterprises provided by the service provider to the enterprise is basically the same, the system equipment will not be changed for individual enterprises alone, and the cost is too high. For example, many enterprises based on active marketing pay more attention to the quality and convenience of outbound calls

For example, intelligent batch outbound calls, (no one wants to use the old-fashioned way to press numbers one by one, the efficiency is too low) the import of their own customer information data, etc.

3. Data security: Although many service providers ensure absolute data security, there are still enterprises willing to put data and CRM locally, which is beyond the reach of traditional call centers.

4. Compatibility problem, many companies generally have used the corporate image 400 number for many years, and they are very reluctant to change, and the loss is huge. Traditional managed call centers can't do it, and they generally let the enterprise re-open a 400 number. Waste!

Additional corporate image damage!

The latest TQ cloud call center based on grid cloud technology effectively avoids many of the drawbacks of traditional hosted call centers

1. Provide free hardware equipment to be deployed locally in the enterprise to improve the voice quality of calls, especially the quality of outbound calls;

2. CRM and full-process recording and unique chat record data storage can be customized to the needs of enterprises and stored locally.

3. Outbound call function with obvious advantages: intelligent batch outbound call, automatic pop-up of customer information when docking with enterprise CRM, automatic call out by the system to improve outbound call efficiency, and fast customer remarks.

4. According to the needs of enterprises, we can provide enterprise-owned CRM docking and first-class recording localized storage.

5. It can integrate almost all communication methods such as the existing 400 number, wireless business phone, TQ customer service, free and so on, to provide enterprises with integrated communication management and cross-regional communication management.

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Beijing Deren Hi-Tech Call Center hosted agents.

1) It can effectively control the construction cost of the call center: the investment cost of the hosting mode is low, the initial investment is zero, and the number of agents can be followed.

It needs to be increased or decreased. 2) Smoother integration with other systems of the enterprise: The hosting model provides a more open and friendly third-party system connection.

It can ensure seamless integration with enterprise CRM, ERP and other management systems.

3) Faster response to the personalized needs of enterprises: The hosting model is more prominent in professional services, and the personalized needs of customers can be immediately.

Response. 4) The system construction period is greatly shortened, and the call center deployment is more flexible: the hosting mode does not require initial construction investment, and the enterprise makes faster decisions; And the system is opened quickly, there are generally no special requirements, 1 Xunzhou can be opened in a working day, there is no space limit for the seat, and it can be placed in a place with any data network and ** network access.

5) The system is more secure and stable: the maintenance of all systems in the hosting mode is carried out by professional technical experts. Department of Call Center.

It is placed in the telecommunications room of the professional Mushan to ensure the stable operation of 7 24 hours.

6) System maintenance costs are greatly reduced: enterprises only need to undertake simple daily maintenance such as local customer databases. with traditional self-built.

The maintenance cost of the model is almost negligible compared to the enterprise maintenance cost of the managed model.

The managed call center is an IT system service, and other personnel and venues are prepared by users, and the outsourcing call center is all provided by outsourcing service providers, and customers only need to put forward their needs.

These two services are suitable for different customer needs, and outsourcing is generally more suitable for situations where business processes can be standardized.