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Hosted On-Demand Call Center Software Strong in a Soft Economy

September 11, 2008

By Susan J. Campbell,
TMCnet Contributing Editor

Anyone who has driven to the gas station or grocery store as of late knows that the U.S. is facing tougher times. This soft economy is forcing consumers to re-think budgets, vacations, debt and even entertainment. The same can be said for businesses and call centers in particular, who are feeling the effects of the slow down in the economy.

In order to battle rising costs, call centers have to look to alternative solutions and applications to ensure efficiency without capital investment. One area where this is possible is hosted on-demand call center software.

Such a solution allows the call center to operate with maximum features and capacity without making a significant investment in hardware or infrastructure. Because of these advantages, the demand for such solutions is rising.

There are several reasons why call centers are turning to hosted on-demand call center software, the first is cost. As stated earlier, there is little to no upfront cost in order to launch a hosted on-demand environment. Over time, as the system is being used, the call center is charged for use, ensuring their cost is directly proportional to its revenue generation.

Hosted on-demand call center software also ensures that the call center has the latest and most up-to-date functionality to generate seamless interactions and efficient environments. Call centers were traditionally cost-based centers, which inflicted limits on spending. Turning to a hosted, on-demand platform allows the call center to update as needed to optimize overall performance.

Scalability is another benefit to the hosted on-demand call center software solution. The call center has the ability to downsize or grow according to demand. It also allows the center to adjust its use of the solution according to peaks and valleys in volume of business.

As a turnkey solution, hosted on-demand call center software offers the call center the most efficient means for launching new services. For many providers, the call center can be online and operational within mere hours. Those call centers operating in industries with variable volumes according to seasons, such capability is significant. In addition, such a platform lowers start-up costs considerably and helps to produce a faster ROI.
 
While not every call center environment is ready to make a complete transition to a hosted on-demand call center software environment, it is possible that certain divisions of the call center can benefit from such a move. The organization can also consider other areas of business they can target that were considered cost-prohibitive with an on-premise solution. The opportunities really are endless and such a solution is worth consideration.

Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.

Edited by
Stefania Viscusi