{"id":8983,"date":"2018-07-12T12:16:18","date_gmt":"2018-07-12T10:16:18","guid":{"rendered":"https:\/\/maroon-cobra-681026.hostingersite.com\/en\/?p=8983"},"modified":"2023-12-11T14:26:56","modified_gmt":"2023-12-11T13:26:56","slug":"create-hosted-call-center","status":"publish","type":null,"link":"https:\/\/fonvirtual.com\/en\/blog\/create-hosted-call-center\/","title":{"rendered":"How to create your own hosted call center"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Small and medium enterprises often forget about the importance of having a <strong>hosted\u00a0<\/strong><\/span><b>call center\u00a0<\/b>software<span style=\"font-weight: 400;\">. They\u2019re hiding behind the contact forms and doing their best to not have to talk with their clients. They are used to think call centers are only for big companies, but it\u2019s a huge mistake. If we want to succeed we need to be in the closest contact possible with our customers. This way we create an image of trust and that we care about our clients. In addition, if someone wants information about the product that he or she needs now, the phone call is the fastest way to get it, and not providing a number of your company to your client, could lead your clients to your competitors. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Having a hosted call center is the best way to attend a lot of clients in a really short time and, even if you don\u2019t believe it, with a really small budget. With a \u00a0<\/span><b>VoIP telephony<\/b><span style=\"font-weight: 400;\"> service, you won\u2019t need to do any additional investment as you can receive your calls on the devices you already have as your PC, your tablet or your mobile phone. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">But, before we build our new hosted <a href=\"https:\/\/fonvirtual.com\/en\/call-center-software\/\">call center software<\/a>, we should analyze our product and the needs of our customers. So, let\u2019s start from the beginning\u2026<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">What kind of product do we offer?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">First of all, you have to analyze your product or service and what kind of questions your clients might make you. It\u2019s not the same to offer complicated computer software as a simple mass market product. It will influence:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><b>Average Handling Time<\/b><span style=\"font-weight: 400;\"> (AHT): the average time you need to prepare yourself for the call (e.g. analyze your profile in your CRM), to make the call, and to make a sum up. <\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Average Waiting Time<\/b><span style=\"font-weight: 400;\"> (AWT): average time your clients are willing to spend waiting. This time depends on how many people are calling, how many agents you have responding the calls and on the AHT. <\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">The way your agents are talking to your clients. If your products allow you to prepare automatized responses, it will help to improve the effectiveness and the quality of your hosted call center.<\/span><\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-9287 size-full\" title=\"hosted call center\" src=\"https:\/\/fonvirtual.com\/en\/wp-content\/uploads\/2018\/07\/2018.07.02_FON_EN_fonvirtual_How-to-create-your-own-call-center2_KS-1-300x157.jpg\" alt=\"hosted call center\" width=\"300\" height=\"157\" \/><\/p>\n<h2><span style=\"font-weight: 400;\">How many people do we need in the hosted call center?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">After analyzing the AHT and AWT we can decide how many hosted call center agents do we need. If we see that there are a lot of people calling and it usually requires a lot of time to answer their questions, you\u2019ll probably have to think about having more employees attending your clients. It\u2019s also important to know at what part of the day people usually call, so we can organize better the tasks of our employees. Maybe at 8 am you will need only 2 or 3 people receiving the calls, when from 10 to 14 there will be more employees necessary. Knowing that fact will avoid having your employees doing nothing. The features of <\/span><b>virtual PBX <\/b><span style=\"font-weight: 400;\">like <\/span><b>call transfer<\/b><span style=\"font-weight: 400;\">, that allows you to respond your calls from different devices at the same time, or <\/span><b>IVR<\/b><span style=\"font-weight: 400;\"> (Interactive Voice Response) that distributes your calls among different departures, will help to manage the phone calls among all of your employees. <\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Always keep improving<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Once your hosted\u00a0call center system starts working, it\u2019s not over. You should analyze all of the calls in order to improve it. Here is where the <\/span><b>call statistics<\/b><span style=\"font-weight: 400;\"> and <\/span><b>call recording<\/b><span style=\"font-weight: 400;\"> will become your best friend. You\u2019ll be able to get information about the time frames, the duration or the origin of your calls. It will be also a good indicator of whether your employees are doing a good job since you will know who of them is the fastest in answering the phone, or who is missing most of them. And thanks to the call recording you can analyze with details what are the most common questions and you will be able to recollect a huge amount of data about your clients. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">As you can see, it\u2019s not that difficult to have your own hosted call center, and it\u2019s not something that only big companies can afford. The virtual PBX will make it possible as it has a lot of features that can help. Apart of the ones we\u2019ve already mentioned you can set up different <\/span><b>schedules<\/b><span style=\"font-weight: 400;\"> that adapt to your working hours, or you can have a <\/span><b>call queuing<\/b><span style=\"font-weight: 400;\"> so if your clients have to wait they will hear nice music instead of annoying \u2018beep\u2019. Discover on our<\/span><a href=\"https:\/\/fonvirtual.com\/en\/\"><span style=\"font-weight: 400;\"> website<\/span><\/a><span style=\"font-weight: 400;\"> more of the advantages that virtual PBX can bring you, and if you still have some doubts, don\u2019t hesitate to <\/span><a href=\"https:\/\/fonvirtual.com\/en\/contact\/\"><span style=\"font-weight: 400;\">contact us<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Small and medium enterprises often forget about the importance of having a hosted\u00a0call center\u00a0software. They\u2019re hiding behind the contact forms and doing their best to not have to talk with their clients. They are used to think call centers are only for big companies, but it\u2019s a huge mistake. If we want to succeed we 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