According to an article on CRM.com, a midmarket contact center (between 50-200 seats) has three major priorities when it comes to picking out a hosted virtual call center: ease of installation, reliability, and better reporting.
Ease of Installation:
The desire for an easy installation process is not surprising. No IT Director wants to deal with hassle of having a long, drawn out installation process. Solutions providers work hard to get contact centers up and running as quickly as possible, while still being realistic about a time frame for the set-up process.
Reliability is also an expectation that isn’t shocking. A contact center has to have reliable solutions in order to provide constant and satisfactory customer support. Mission-critical operations should be expected to run efficiently and without any interruptions.
The third priority, better reporting, allows the contact center to ensure they are running as effectively and smoothly as possible. Most midmarket contact centers are not sure exactly what they want when it comes to better reporting, but know that what they have in place isn’t sufficient to interpret how well their hosted virtual call center is running.
Most midmarket contact centers want more than they can afford when it comes to call center solutions. Generally, a midmarket contact center faces the same pressures and obligations that a much larger contact center faces, but lack the funds for the same call center solution. There are a few things that can be done to meet midmarket contact centers’ needs when it comes to finding the perfect hosted virtual call center:
- Seek out a midmarket hosted virtual call center; something designed to fit your custom needs
- Seek out a bundled hosted virtual call center
- Choose a solution that can grow with your business
- Don’t compromise. Finding the right hosted virtual call center to fit your needs can be done.