Hosted virtual call centers are rapidly gaining popularity for call center solutions, and there are many valid reasons as to why. Even as these virtual call center solutions are being utilized by an increasing number of companies, there are still some common misconceptions that tend to hinder the full potential of these solutions. In a recent article in Customer Inter@ction Solutions, five of these call center myths are cleared up.
Myth # 1: A hosted virtual call center is only for small call centers.
The Reality: DMG research has shown that in reality, the primary customer to utilize a hosted virtual contact center is a mid-sized company and the majority of hosted solutions are actually used to replace an existing on-premise solution.
Myth # 2: Hosted virtual call center solutions are functionally inadequate.
The Reality: Each hosted virtual call center offers its own unique design, architecture, and functionality. It can be as small, or as big, as a company may need.
Myth # 3: Hosted virtual call center solutions are inflexible and not customizable.
The Reality: Based on customer interviews, the opposite is actually true. Solutions are both flexible and scalable.
Myth # 4: Hosted virtual call center implementations and integrations are more difficult than premise-based initiatives.
The Reality: Few integration jobs are easy, whether the call center solutions are hosted- or premise-based. However, hosted vendors are usually highly motivated to get solutions up and running as quickly as possible.
Myth # 5: Hosting has a higher total cost of ownership than premises-based solutions.
The Reality: Hosted virtual call center solutions require no capital investment, low implementation and integration fees, payments that scale in line with business activity, no support cost, limited risk and obligations, and ongoing investment protection because any costs or upgrades fall to the vendor. On the other hand, on-premise call center solutions require salary for in-house IT staff, rent for the brick-and-mortar facility, and endless costs to upgrade software on a regular basis.