Since its establishment in 2004, Hostcomm, a hosted call center market contender, has many times over proven the worth of its telephony and contact center services. Utilizing Voice over Internet Protocol (VoIP) technology, Hostcomm offers a dialing system that is both highly efficient and cost effective, due in part to its hosted versus on-premise service.
Already feeling the savings is Crystal Legal Services, a claims management organization which, since administering Hostcomm in 2009, has been able to annually double employee numbers for five years running.
So what makes Hostcomm different? Rather than facilitating the sale of a one time, on-premise dialer, which is typically both expensive and complex, Hostcomm offers a hosted, perennial dialing service.
“I knew that a premise-based dialer would require a lot of capital which I didn’t have,” said Tony Shields, Managing Director at Crystal Legal Services. “I wanted all the functionality of an on-premise solution without having to pay nearly as much for it.”
And Hostcomm equips companies with just that, providing an off-site dialer with a network that is both secure and consistent.
This service can be used for concurrent inbound and outbound calling, performing feats such as inbound call delegation when all agents are occupied with outbound calls. In other words, Hostcomm never stops or cuts off a potential sale, it simply leaves it in limbo, subsequently redirecting it.
Other innovations like workflow management software intuitively group together customers based on stage of sale. For example, while one group might consist of confirmed purchases, another might be comprised of potential customers still on the fence regarding a purchase. Alleviating the necessity for agents to keep track of the aforementioned information themselves is highly beneficial to a company’s KPIs, yielding lower stress and higher efficiency.
“We believe Hostcomm has been integral in the success of our campaigns. It’s a nimble organization that can provide highly tailored service and support to its clients,” Tony continued. “The company employs people who care and genuinely want to do a good job.”
That’s indeed an integral part to Crystal Legal’s success; in just five years of employing the hosted dialer, CLS has been able to grow the amount of potential customers it reaches monthly to 53,000, an increase which Hostcomm has consistently matched both in service and upgrade offerings.