Why More Call Centers Are Relying Upon a Hosted Call Center

The call center industry in the United States has recently experienced some minor decline, but has still remained relatively steady, according to online think tank, IBIS World. Over the past year, IBIS World estimates that the call center industry in this nation was estimated to be worth $18 billion, employing 475,000 persons at more than 22,000 businesses nationwide. In light of an estimated 3.8 percent decline between 2012 and 2011, many of these businesses have been exploring options with a hosted call center to reduce cost and to enjoy a myriad of benefits that go along with a cloud based solution. In this article, we shall underscore the benefits of a contact center that’s cloud hosted to help you better understand any associated cadres. 

Enhanced Security

Cloud hosting offers an added umbrella of security. Because cloud based services providers have more secure servers, higher security protocols and are HIPPA compliant – and many times DOD compliant because they provide services to government entities – they are also more secure than most standard call center systems would be. In lieu of the rampant hacking events that have compromised the data of millions of innocent people, some call centers like the added element of security. 

Disaster Recovery Model

Call centers have to have a disaster recovery model in place. A cloud based center automatically adds this layer of protection. Since the data is not being stored in-house, per-se, it’s not susceptible to breach during a disaster level event.  

Reduced Overhead Cost

Cost is a large issue for most companies these days. As companies pursue an array of options designed to reduce cost and maintain quality while increasing efficiency, the cloud based option is becoming more attractive. With cloud hosting, for example, a company now has the option to host a virtual call center and use outsourced employees, as opposed to paying higher costs in-house. They can also enjoy using standard equipment as opposed to proprietary equipment. Furthermore, the contact center can lower costs of operation by using smaller office spaces, spending less on utilities and lowering personnel cost overall. 

Lower Operational Cost

Consider these elements to the traditional call center. A call center must host their own software, computers, servers, equipment, disaster recovery model, in-house employees, technicians, managers, liability insurance, property taxes and building costs, just to name a few. With a hosted call center that’s being remotely hosted on a cloud based server, for example, a call center can eliminate many of these costs by instead using outsourced employees, a smaller building, fewer in-house employees and lowered operational costs overall. In light of all of these immediate benefits, it’s easy to understand why many contact centers are opting for the cloud based option these days.

There are many things to consider when seeking to upgrade your contact center to a cloud hosted solution. By knowing what benefits cloud hosting has to offer to your call center, you can make the most progressive decision for your entity. Hopefully the benefits listed in this article can enable you to make the best choice for your business needs.