A business’s call centre is its communication hub, the core which links the organisation with its customers and allows the fast transmission of information between the two. However, for new or small businesses, investing in the setup of a call centre and then trying to maintain it to a high standard may not be a cost effective option; instead, it might make far more sense to opt for a hosted solution.
The use of a hosted contact centre means that a small business does not have to purchase all the necessary call centre equipment, nor hire and train the staff required to run it. Instead it can make use of in-place facilities and trained staff who are used to dealing with customer enquiries for other small businesses. This can offer huge savings, and ensure that all available resources are invested in helping the company grow and reaching its full potential.
An instantly professional call centre also provides a start-up business with a professional vibe from the get go and can also help to give the impression of the business being larger than it actually is. This provides a safe environment in which the company can grow, sure in the knowledge that its customers are being offered an appropriate level of care.
Opting for a hosted call centre also allows your managers to focus purely on the growth of the company and key internal issues. Managers of small and new businesses can have a lot on the plate and so removing just one responsibility – and in this case a very important one – can ease a lot of pressure and greatly enhance the efficiency of the business as a whole.
Once your business has established itself and grown to reach the size of its competitors, you could always reconsider your call centre options and maybe bring the running of your communication centre back within the main business. However, you may decide that the cost savings to be had from not having to regularly invest in new equipment and staff training makes it worth continuing to use an outside service.