The Growth Of The Hosted Call Center
With consumer spending steadily on the rise and an ever-growing expectation for better customer service, the call and contact center market is expected to see substantial worldwide growth in the coming years. Analysts predict that the market will reach $481 billion by 2024 – which provides a pretty big opportunity for unified communications providers looking to increase their revenue.
Adding hosted call centers into your offerings will tap into this growth and increase your revenue exponentially.
Why Unified Communications Providers Should Add Hosted Call Centers
While hosted call centers may seem like uncharted territory, Unified Communications as a Service (UCaaS) providers already have all of the tools that call centers need, and at a fraction of the cost that these companies have traditionally paid.
Moreover, cloud-based solutions offer call centers a whole host of features plus greater security, scalability, and reliability.
Every SMB is a Call Center
Customer experience is quickly shaping how businesses of all sizes approach and view the customer journey and relationship. Additionally, customers expect a higher level of service and demand a personal/human connection – which is turning every SMB into their own call center.
Luckily, unified communications can deliver a hosted call center solution that previously was unavailable to smaller businesses.
A major reason that call center solutions have become viable for SMBs is that today’s solutions are cloud-based. So there is no need to install on-premise hardware or hire knowledgeable staff to maintain it. This means that SMBs can have enterprise-quality call center solutions at much lower costs. Which is great news for those smaller businesses wanting to keep up with the demand for improved customer service. Which in turn is great news for unified communications providers, who can increase their revenue per user by adding call center seats to their deals.
When it comes to adding hosted call centers as a service, the question then isn’t how, but when! And the answer should be now!
Call Center Growth: What it Means for Your Business
All this call center growth represents a giant avenue for exponential revenue. UCaaS providers, like you, should be chomping at the bit to bag call center deals.
But, it’s no secret that many service providers offering unified communications are often armed with strict cores and unreliable platforms that are plagued with downtime. Which can make call center deals less profitable than they should be.
Features & Functionality Hosted Call Centers Need
There are a handful of features that any hosted call center will absolutely need to say yes to a new phone system. Features that every UCaaS reseller should have:
- Whisper mode
- Analytics boards
- Call groups
Then there are functionalities that call centers crave, like reliability. Reliability, in the form of redundancy, is crucial for the call center market, where time really is money and any amount of downtime results in serious financial losses.
For unified communications providers trying to break into the call center market, guaranteeing a minimum uptime of 99.99% is what can differentiate your offering. This guaranteed uptime doesn’t only apply to giant telemarketing companies; it’s also crucial for SMBs purchasing call center seats.