Hosted Call Center: More Competitive; Less Expensive
March 26, 2012
Business in the 21st century is no longer a local matter. Customers now sort through a sea of business rivals each time they do an online search and not every search engine result is even legitimate. When customers do land on a list of potential vendors, they will often have to navigate their way through multiple layers of communication channels.
So how do you get noticed amid the sheer glut of competitors? How do potential customers know that they can trust you? How can you proactively build a positive brand image so that customers look for you by name?
According to this Tech Target (News - Alert) piece, one way to meet these challenges is to make the move to a hosted call center. A hosted call center can help your business to improve customer service, build better brand image and provide you with important customer information useful for running a smarter operation. Consider how just two companies who made the switch to the cloud witnessed measurable results.
Activision (News - Alert) is the company behind the mega-popular interactive games Call of Duty and Guitar Hero. Activision had three clear challenges: 1) the company was working with an on-premise phone system that was unable to keep up with the high call volume that came with the Christmas shopping season; 2) high volume sales also produced an uptick in demand for call center support services; and 3) the company lacked visibility into customer satisfaction levels.
It didn’t make sense for the company to invest heavily in a greater on-premise system which was only required for a couple of months out of the year. Instead, a hosted call center offered Activision the ability to increase the number of agents available without needing to purchase hard assets.
Rapid scalability enabled the company to meet customer demand and allowed them to only pay for the agents they actually needed at any given time. At the same time, they benefitted from enhanced customer visibility through improved call tracking.
Already the number two storage company in the country, Extra Space had an aggressive plan to double its market share. In order to do so, there were a few hurdles they had to overcome. For starters, they needed to improve the communication lag between their outsourced call center and the local storage provider.
Too often customers were showing up to check out storage units and connecting with retailers who had no knowledge of the customer’s prior communication with the company. Brand image was suffering. By creating their own hosted call center undergirded with a healthy CRM system, the company realized their goal of 100 percent increase in storage reservations.
In both cases, the hosted call center provided stronger quality controls by improving customer insight. Brand image was strengthened through improved service and communication. Best of all, these gains were made at the same time that cost-savings were realized. If your business is looking for a competitive edge and positive image building strategy, a hosted call center could be the answer you’ve been looking for.
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