Hosted call center solutions in the cloud are rising to the occasion

If your call center is the “golden gate” to your business, then yours may be one of those businesses that can’t wait to move to the cloud. You’re probably hankering to free yourself from the tethers of hardware maintenance and the middle-age spread of numerous business applications and systems that have grown less and less agile as your business matures.

Hosted call center solutions are exactly what you need to get your contact center infrastructure in line with management mandates. In the race for economy where reduced budgets dominate everyone’s thinking, ROI is king and anything less than 100 percent up-time is unacceptable. If you’re going to keep up, your contact center must be the revenue generator rather than a cost center. Your agents must be totally engaged with customers and they need training, support and monitoring.

When the state-of-the art adds muscle to the technology, you just stand by and let the provider do the heavy lifting while you reap the benefits.

Speaking of which — monitoring, that is — managers need to migrate from the swamp on call center tweaking and get back to the big picture of looking after the customer experience. At the risk of overworking a metaphor, you could say they need to get out of the trenches and go to the cloud. If they’re bogged down with putting out fires caused by the heat of dissatisfied customers, their efforts and time are diffused and unfocused.

The “trenches” are the time-consuming nuts and bolts of the locally maintained call center, where IT support bleeds almost seamlessly into call center operation. Keeping the server lights flashing green in the back room and competing with Finance for analytics access to all that data puts your IT folks in a bind and everyone in a win-lose situation.

Hosted call center solutions, on the other hand, change the playing field to win-win. Placing your call center support system in the hands of a reliable and reputable service provider trims the fat and adds the muscle to your call center operation. The only cost-center considerations are your monthly service charge, which has no hidden installation and maintenance surprises. When the state-of-the art adds muscle to the technology, you just stand by and let the provider do the heavy lifting while you reap the benefits.

Removing the focus from IT management to dries up the aforementioned swamp and frees your call center managers to get ahead of the process of scheduling, supervising and analyzing what improvements, training and enhanced revenue generating that pays the bills and grows the business.

If you’re looking for the best hosted call center solutions, contact us. We’ll help you migrate from your backroom IT to the rarefied IT atmosphere and level playing field of the cloud.