The type of your business will determine how much your firm should invest in customer service, whether you outsource the entire operation or build up your own in-house support team.
If you have, or are establishing, your own sales and customer service team, the size of that team will be a big issue in determining whether or not you need call centre equipment to support them.
You may be apprehensive about the reliability of anything that isn’t within your four walls if you lived through the dot-com boom. You may also work in a security-oriented field, such as small-scale investment banking, the defence industry, or other professional services. In that situation, you might regard running your own call centre as a competitive advantage, as you’ll be dealing with all of the security and privacy issues yourself.
The benefit of a hosted call centre system is easy if you don’t need your own call centre: Someone else looks after the software, which means they may add new features and spread the expense among a number of clients.
In that situation, you might regard running your own call centre as a competitive advantage, as you’ll be dealing with all of the security and privacy issues yourself.
The benefit of a hosted call centre system is easy if you don’t need your own call centre:
- Someone else looks after the software, which means they may add new features and spread the expense among a number of clients. This implies that even if you have a tiny firm, you can take use of the most up-to-date features available in the industry.
- Your staff would use their own desktop PCs to access a call centre system hosted by a third party in a hosted situation. Depending on the quantity of services and choices you require (typically connected to metrics).
When you do it yourself, you may need to hire an integrator to add particular features, which might be costly.
In fact, the emergence of the ecosystem, which consists of groupings of organisations combining capabilities from a collection of existing suppliers who typically provide their software on a hosted basis, is another trend in the call centre industry that favours small businesses. As a result, one integratio is no longer necessary.
