Hosted or Virtual call center is a term used for a call center that performs its operations without the need to be built in-house. A hosted call center uses software for connecting to a common central data center.
Many individuals or companies call-in and communicate with the center. These are inbound voice-based services that a hosted call center provides. The advantage of using a hosted call center is that it makes the organization appear to be quite large even if it is as small as a home-based business.
Mainly, a hosted call center is used for Customer Relationship Management or CRM. If your business can not afford a team of customer care executives available all day long, setting up a hosted call center can help. Customers can call at this center during odd hours and can either have their query resolved immediately or can be assured of being called within 24 hours or so by an executive.
Hosted call centers can also be used for a variety of other purposes. They can be used to communicate with people while travelling, to redirect calls from one number to another and for various other telemarketing purposes. There will be no need to set up an in-house call center for all these and the cost saved can be used up in other areas like research and development and marketing etc.
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