A hosted call center is a software solution that handles inbound and outbound calling, as well as IVR interactions through a single system. Hosted call center systems are great alternatives to traditional call centers because they’re web-based and cost-efficient. There’s no need to worry about maintaining servers, buying hardware, or installing external software.
Why should you use a hosted call center?
Excellent phone support is the cornerstone of every successful business. Even though traditional call centers are slowly becoming obsolete and replaced by the likes of call center software or hosted call centers, phone support is still in high demand.
In fact, according to the CFI Group, 76% of all consumers prefer phone support over digital means such as emails, online contact forms, and social media. As such, it’s important to cater to the majority of your customers by providing quick, personalized, and knowledgeable phone service.
最不麻烦、最节约成本的方法就是投资托管呼叫中心软件。
How can you use a hosted call center?
A call center like LiveAgent offers its users tons of modern and professional call center features, including:
- 呼入式通话
- 呼出式通话
- 内部呼叫
- IVR（交互式语音应答）
- 呼叫排队
- 自动回拨
- 指定转接
- Automatic call routing / automatic call distribution (ACD)
- 视频呼叫
- 无限数量的呼叫录音
- 多个呼叫设备，如softphone
此外，很多托管呼叫中心还提供以下额外的功能：
- 内置CRM软件
- Multichannel ticketing
- 内外部知识库
- 强大的报告、呼叫分析和时间跟踪功能
- 还有很多！
The hosted call center is a modern type of technology that does not require any additional third-party app to function. In fact, call center solutions are built to maximize workflow efficiency and cost savings and thus include all the features and benefits of traditional help desk software.
What are the benefits of using hosted call centers?
Improved customer satisfaction
设有交互式语音应答、自动回拨和有人呼叫转接的托管呼叫中心软件能提升顾客满意度。顾客在线等候的时候需要有不同的选择。他们也希望知道被转接到哪个部门，由谁来接手。
Having a comprehensive hosted call center like LiveAgent in your arsenal is the best thing you can do to keep your customers happy call after call.
Faster resolution times
Having a hosted call center that’s equipped with an IVR system can help you improve your resolution times. By empowering your customers to choose which department they need to speak to, you’re eliminating the middle man that usually picks up a phone, listens to what the customer needs, and only then routes the caller to the appropriate department or representative.
Great cost savings
Hosted call centers cost a fraction of the price of a traditional call center. The only thing you need to pay for is your monthly subscription and your VOIP phone number. You pay for real-time usage only. There are no extra per-minute charges or hidden fees.
此外，也无需支付房租、昂贵的硬件和电费等。不论在哪里，不论使用什么电子设备（电脑或手机），只要有网络就能使用呼叫中心。
Improved customer efficiency
Hosted call centers like LiveAgent are equipped with additional features and integrations that can improve agent efficiency. Because your agents can access all customer info from their call interface, they won’t have to waste any time looking for past conversations, contact details, and more.
Greater flexibility
Hosted call centers give your agents freedom and flexibility. Working from home or remotely is a completely viable option. Your agents will no longer have to sit in the office or in front of the computer. They won’t even have to have a designated device. They can simply forward calls to their personal devices answer calls on the go. Doesn’t that sound great?
How can you set up a hosted call center in LiveAgent?
LiveAgent的托管呼叫中心在几分钟内即可设置完成
1、登录LiveAgent账户并点击“呼叫”
2、点击“电话号码”
3、点击橙色按钮“创建”
4. Select your VOIP provider (the VOIP provider from which you’ve purchased your phone number)
5、输入名称（没有限制，只用于方便记忆电话号码）
6、选择来电转接的相应部门
7、输入拨号前置代号
8、如果要记录本号码呼入、呼出的通话记录，可以查询呼叫记录复选框
9、输入VOIP提供商提供的基本信息（托管名、用户名、密码）
10、点击“添加”
如果电话号码已成功添加，旁边会有一个绿色点。
11、下一步点击“编辑”和“IVR”
使用以下指南IVR（欢迎和离线信息）设置IVR和欢迎信息。
12、IVR设置完成之后，点击“配置”
12、点击“呼叫”
14、点击“设置”
15、根据个人偏好对设置进行更改，然后点击“保存”
16、使用以下指南在设备主页添加硬件和软件电话
17. Next, forward this guide to your agents so they can set up preferred devices for answering calls
How does it look like/work in practice?
LiveAgent的托管呼叫中心软件灵活性高、扩展性强，只要有网络，可以在任何电脑或电话上办公。多个用户可以同时使用软件，而且软件可以根据企业的需要进行自定义设置。呼叫系统价格实惠、使用方便而且运行时间可靠。点击下面的视频了解。
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Frequently asked questions
What is a hosted call center?
A hosted call center is a software solution that handles inbound and outbound calling, as well as IVR interactions through a single system.
Why should I use a hosted call center?
Hosted call center systems are great alternatives to traditional call centers because they’re web-based and cost-efficient. There’s no need to worry about maintaining servers, buying hardware, or installing external software.
What features are included in a hosted call center?
Inbound calling, Outbound calling, Internal calls, IVR (Interactive Voice Response) technology, Call queuing, Automatic callbacks, Attended transfers, Automatic call routing / automatic call distribution (ACD), Video calls, Unlimited call recordings.
How can a hosted call center benefit your business?
A hosted call center can improve your customer’s satisfaction, improve response times, improve agent efficiency, reduce overhead costs, and give you and your agents more flexibility.
Expert note
托管呼叫中心是未来的趋势，为企业提供可靠和高效的客户支持服务。
