The call center industry has had to change in order to stay successful. One way in which the industry has changed in a big way is that it has stated turning more and more to a hosted contact center model. This is basically a call center that operates through the cloud. These kinds of call centers are becoming more popular because they are easier for the employers and the employees. These call centers are also less costly to operate because there is less equipment and less space needed for a cloud based contact center.
The company that operates through a hosted call center has much less money tied up in the business and this leads to better pay for employees and higher revenues for the company. There is also a need to make sure that the employees are well-trained and that that training is refreshed from time to time. It can be a bit harder to make sure that a hosted call center’s staff is up to par in this regard, simply because supervisors are not present to monitor phone calls as easily, but there are workarounds that firms have found.
Employees love hosted and cloud based contact centers because they can work more flexible hours and can use their own equipment to do their job. Work from home opportunities have always been highly attractive to the workforce and contact centers around the world are starting to embrace this approach. A happy workforce is a productive work force and when that is teamed with an average savings of 30-45 percent over premises based contact centers, it is no wonder why more companies are looking at the cloud as a big time solution.
A recent survey showed that 46 percent of contact centers now use the cloud in some way, shape or form. Another 57.6 percent say that they are going to investigate a hosted solution. Those numbers seem to indicate that hosted call centers are well on their way towards dominating the market.
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