What are the advantages of a hosted call center?

What is a hosted call center?

A hosted call center refers to a large-scale, high-concurrency processing call center system built using advanced communication technology. The system uses the remote agent function to sublease call center agents to different enterprises located in different locations for use. Enterprises using hosted call centers can set up call centers as needed without purchasing any software or hardware equipment.

What are the outstanding features of a hosted call center?

· Fully managed services help customers focus on core business:

Enterprises hand over call center systems to managed service providers for construction and management, concentrating scarce human and financial resources As for the core business, the construction, maintenance, upgrade and improvement, and training of the call center are all handled by professionals from the hosting service provider.

On the one hand, enterprises do not need to spend a lot of investment to purchase software and hardware to build call centers. The hosted call center is a large-capacity professional call center system with rich functions. Using managed services, users can purchase, increase or decrease call center seats at any time according to business needs without requiring large investments;

On the other hand, enterprises do not need to invest a lot of manpower and material resources to maintain call centers. The hosting service provider provides uninterrupted professional maintenance services 24 hours a day, 365 days a year, to maintain the stable operation of the system at all times.

· Innovative remote agent function, easy to achieve distributed deployment:

Hosted call center can very well support the distribution of telephone agents in different locations. After the user calls, the system will automatically judge the call and send the calls from different regions to the agent operators in different regions. At the same time, users can uniformly manage all wiring personnel distributed in various regions through a management backend.

The distributed deployment function can fully ensure the uniformity of user services, thereby effectively improving customer service efficiency and service levels while reducing service costs.

· The characteristics of centralized construction enable users with small seats to enjoy professional-level services:

Using the traditional call center integration model, users with less than 20 seats will have to pay less due to the comparison of the total contract bid. Small, it is basically impossible to get very professional services. Call center system integrators often hope that users will try their best to allocate the number of agents needed in the next 3-5 years in order to increase the contract amount.

However, users will find that with the enrichment of experience, changes in needs and advancement of technology, after a period of time, this system can no longer meet the needs, and a large number of agents have never been activated. At this time, we often fall into a dilemma. It is a pity to tear down and rebuild, but continued use cannot meet the needs.

Hosted call centers are centrally constructed by hosting service providers, and users are charged based on the actual number of seats enabled. Therefore, no matter how many seats users use, they can enjoy professional services. Therefore, there is no need to consider the needs for many years to come when you first install the system. Because the hosted call center is constantly improving based on user needs, it can grow organically with user needs and technological advancements.

3. How do companies choose call centers?

If an enterprise wants to build a call center, there are currently three options:

Topology diagram display

As for the construction model of the call center, there are currently outsourcing, self-construction and hosting. and other methods, each of which has its own adapted user groups and business categories. The specific analysis is as follows:

Call center system functions: The three call center system functions are basically the same, and there is no essential difference. Basically they are composed of system modules such as IVR, ACD, CTI, and reporting systems.

Call center system functions

Call center system functions: The three call center system functions are basically the same and there is no essential difference. Basically they are composed of system modules such as IVR, ACD, CTI, and reporting systems.

Analysis of the characteristics of the three models:

·Outsourcing call center:

Advantages:

1) The system can be opened relatively quickly; Construction cost: Users can rely on outsourced call centers to quickly open call center services, eliminating the need for cumbersome and complex selection of call center systems and equipment, and there is no one-time cost investment.

2) Operations and maintenance are handled by outsourcing companies: Outsourcing companies generally have corresponding operation and maintenance personnel who can provide good operation and maintenance and ensure the stable operation of the system. The call center system involves various integrated technologies such as communication technology and IT technology. For a call center with a certain scale, operation and maintenance is difficult and requires high requirements for the operation and maintenance team.

3) The outsourcing call center provides an overall call center business plan: The outsourcing call center provides an overall call center business plan including systems, venues, and personnel. Customers only need to submit project requirements to the outsourcing call center for daily operations. The implementation is entirely the responsibility of the outsourcer.

4) The scale of the call center has certain flexibility: Due to the outsourcing model, the number of call center agents can have certain flexibility, and it is more convenient to increase the number of agents, but reducing the number of agents requires a It will be re-implemented after the periodic contract ends.

5) More professional call center operation and management: The outsourcing services provided by outsourced call centers are more prominent in their professional call center operation capabilities and human resources, which have advantages in call center operation and management. obvious.

Disadvantages:

1) The price is relatively expensive: outsourcing is relatively expensive, and not all businesses are suitable for using outsourced call centers. Usually those that are non-core businesses, phased businesses, For simple repetitive business, tentative business, business that lacks sufficient manpower support, and business that is unable or unwilling to provide 7×24-hour service, you can consider outsourcing it to a third-party call center.

2) Security cannot be guaranteed: When choosing outsourcing, the security and confidentiality of all customer information of the company is a worrying issue, and it cannot protect its own data from being leaked.

3) Hidden risks in management: Since the specific business developers are outsourced call center employees, there are considerable difficulties in specific business management, and real-time scheduling and real-time management cannot be achieved.

· Self-built call center:

Advantages:

1) Large space for system construction options: There are a large number of call center manufacturers and system integrators, and enterprises can Choose according to your own needs.

2) Comply with the traditional project construction model: For enterprises, institutions and relevant government functional departments, procurement and self-construction is a more accustomed system construction model, especially governments and public institutions are more adaptable to the self-construction model.

3) High autonomy in system management and maintenance: For enterprises, institutions and government-related functional departments with rich experience in operating call centers, the self-built model can better play its role in call center operations. The role of the huge operation and maintenance team built.

Disadvantages:

1) The construction cost is high and the cycle is long: for system function upgrades, the original manufacturer needs to cooperate with the integrator for secondary development. In the early stage of construction, it is necessary to accurately analyze your own needs, and conduct repeated demonstrations and inspections of product selection, suppliers, and integrators. During the construction process, a large amount of manpower and material resources need to be diverted from the main business to participate in system construction. It often happens that the system is successfully launched online, but it is found that due to the lack of call center operation experience, the system functions are very different from the actual needs.

2) Maintenance difficulties: The call center is a very professional communication system that spans multiple professional and technical fields. It is very difficult for ordinary IT personnel to manage and maintain it. Most enterprises do not have such professional and technical personnel. When problems arise in the system, they can only constantly turn to the original manufacturers and integrators for help.

3) Functions cannot change in real time according to changes in demand: Due to the poor flexibility of system construction, it is difficult for self-built call centers to change the number of agents and agent distribution according to changes in enterprise needs.

· Hosted call center:

Advantages:

1) Can effectively control call center construction costs: the hosting model has low investment costs, zero initial investment, and agents The quantity can be increased or decreased as needed.

2) Smoother integration with other enterprise systems: The hosting model provides a more open and friendly third-party system interface, ensuring seamless integration with enterprise CRM, ERP and other management systems.

3) Respond faster to the personalized needs of enterprises: The hosting model highlights professional services and can respond immediately to the personalized needs of customers.

4) The system construction cycle is greatly shortened, and the call center deployment is more flexible: the hosting model requires no initial construction investment, so companies can make decisions faster; and the system is opened quickly, generally without special requirements, within 1 working day You can activate the service. There is no space limit for the seats and they can be placed anywhere that is accessible to any data network and telephone network.

5) The system is more secure and stable: All system maintenance work in the hosting mode is handled by professional technical experts. The call center system is placed in a professional telecommunications computer room to ensure stable operation 24/7.

6) System maintenance costs are significantly reduced: Enterprises only need to bear simple daily maintenance such as local customer databases. Compared with the maintenance cost of the traditional self-built model, the maintenance cost of the hosting model is almost negligible.

Disadvantages:

1) Not suitable for the current domestic procurement model: The current hosted call center has the characteristics of short and fast online operation, simple operation, convenience and practicality. Therefore, it is not in line with the project construction procurement model for enterprises, institutions and relevant government functional departments.

2) The advantages for companies with call center experience are not obvious: Compared with companies with extensive call center operations (such as operators, banks, etc.), the advantages of hosting services are not obvious at the traditional call center business level. .

Tianrun Hosting

Tianrun Rongtong focuses on the development and operation of hosted call center platforms, providing call center hosting services to enterprise users. Tianrun Rongtong has maintained continuous investment and exploration in the field of hosted call centers.

Tianrun hosted call center is a large-scale call center service platform centrally constructed and operated by Tianrun Rongtong and telecom operators. Through innovative remote agent functions, the system can achieve very flexible distributed deployment. Call center agents are grouped for use by different enterprise users. This innovative service model not only helps enterprises rationally allocate resources, but also plays a very significant role in improving customer experience, improving service flexibility, and reducing service costs.

With the high reliability, high stability and unique hosting model of the service, we are providing hundreds of users with secure call center hosting services. Users cover e-commerce, IT, financial securities, ticketing, logistics, telecommunications, education and training, Internet, tourism, restaurant chains and other industries, including Galaxy Securities, CCTV Network, Baidu, Huatai Life Insurance, Oriental Cable, Baicheng Travel Network, Well-known companies such as Century Internet and Digital China.

Tianrun hosting network topology diagram

Tianrun hosting call center topology diagram

Tianrun hosting cooperates with basic telecom operators, in the telecom operator's computer room Centrally build and maintain large-scale call center main systems. Enterprise users no longer need to invest in call center infrastructure, and can use call center services at their own offices through the remote agent function.

Tianrun hosting function list:

· Basic function list

Function classification

Functional items

Function Description

IVR

Supports multiple incoming numbers

Each incoming number can set up an independent IVR process

Time policy

Set different IVR processes by time period

Language file upload

IVR voice files can be uploaded and managed by yourself

Voicemail

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If the incoming call is busy, the system can automatically transfer the customer to the voice mailbox to leave a message

ACD

Group by skills

Agents are in the queue Have different priorities

Time policy

Incoming calls are sent to different queues according to time periods

Queue timeout overflow

Overflow to voicemail or Other queues

Agent timeout switching

If the agent times out and does not answer, the system automatically switches to other agents

CTI

Recording information

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Calling number, trunk number, IVR and other information are sent to the agent page when a call comes in

Automatic pop-up screen

Calling number automatically retrieves customer information and displays it immediately to Agent page

Bind any PSTN phone

Agent page associate and control any PSTN phone

Quality inspection

Recording

Record the entire call, including incoming and outgoing calls

MP3 conversion

Real-time conversion of recordings into MP3 files for easy listening and saving

Synchronous download of recordings

Recordings can be downloaded locally at any time

Real-time monitoring

Monitors and administrators can monitor queue and agent status and call information in real time

CRM

Customer information management

Provide customer information management system

Announcement information

Administrators can publish announcement information

Business records

Provides business information transfer function

Outbound calls

Click on outbound calls

The agent clicks on the user information, and the system automatically Dial outbound calls

Batch outbound calls

Import customer information in batches, and the system will automatically dial outbound calls in sequence

IVR outbound calls

Support batch automatic Voice outbound call function

Reports

Daily work report

Detailed statistics on agent workload

Queue work report

< p> Detailed statistics of the workload of each queue

Relay report

Detailed report of the call volume of each incoming number

Business report

Detailed report of each business situation

Outbound call report

Detailed report of outbound call volume

Report export

Automatically download all reports and save them locally

· Advanced function list

Function classification

Function items

Function description

IVR

Satisfaction survey

After the call, the customer will rate the service buttons

The agent automatically reports the number

The call begins Automatically play the agent ID number

Personalized waiting music

Different waiting music can be set for each queue

ACD

Incoming call memory

Repeated calls will be given priority to the agent who answered the call recently

Time policy

Incoming calls will be sent to different queues according to time periods

Regional routing

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Incoming calls are allocated according to the calling area code (supports mobile phone number analysis)

Quality inspection

Monitoring

The squad leader can monitor

CRM

Local database

The customer information database can be located in the customer's internal network

Features of Tianrun hosting service

1. The call center is mainly built by Tianrun, and users mainly use remote

The agent function can be used to use the service. There is no need to purchase any hardware equipment or software. As long as you apply for activation, you can support a technologically advanced and feature-rich call center system;

2. The main call center system is centralized by Tianrun For maintenance, enterprise users do not need to equip professional system management and maintenance personnel. All system maintenance and upgrade management are shared by professional engineers for the enterprise;

3. The number of seats purchased by users can be increased or decreased as needed: The seat size of the user's call center hotline can be expanded or reduced at any time according to the changes in the off-peak and peak seasons of the business, without causing system waste and reconstruction;

4. The user's agents can be smoothly decentralized: enterprises can according to Operators need to be deployed in different office locations or different geographical areas as desired;

5. Flexible intelligent routing analysis strategy: The system can map incoming calls based on the long-distance area code of the fixed-line phone or the location of the mobile number. Incoming calls can be routed and analyzed, and the incoming calls can also be analyzed based on the user's database, and the calls can be distributed to different regions, agents, or skill groups based on the analysis results;

6. The system has the characteristics of rapid activation: General users can activate services within one working day, and users who need interfaces can complete database interface development and activate personalized services within two weeks;

7. The system has good interface capabilities: system design concept Based on an open structure and adopting industry standards, the system has maximum adaptability and interoperability, ensuring seamless integration with third-party systems (such as CRM);

8. The system supports flexible access Number strategy: Supports all-number access modes such as 400, 800, 95××× and ordinary PSTN numbers to facilitate users to activate services.

Tianrun hosting operation guarantee

·Physical network guarantee

a) Tianrun hosting call center platform is deployed in the standardized carrier-grade computer room of China Telecom and China Unicom. Go to the network link from the operator's computer room to the enterprise computer room to avoid complete business interruption caused by transmission line failure;

b) The voice trunk that accesses ordinary local phone numbers or 400 incoming numbers meets the highest telecommunications level Standard, the stability can reach 99.99%;

c) The Tianrun hosted call center platform is provided with dual-channel power supply by the carrier-grade computer rooms of China Telecom and China Unicom to ensure the quality of power supply and avoid power outages in the office environment of enterprise users. Impact on user business;

d) The IP network of Tianrun hosted call center platform is directly connected to the IP backbone network node of China Telecom or China Unicom. The bandwidth is almost unlimited. A good Internet connection can fully guarantee the user's Smooth to use.

· Equipment Guarantee

a) System hardware: The hardware equipment used by Tianrun hosted call center platform are products from mainstream manufacturers such as Cisco, Dell, and HP, thus fully ensuring the hardware quality. The stability of the system is ensured;

b) Redundant backup: The key equipment of the Tianrun hosted call center system has redundant backup. When a single equipment fails, the backup equipment can complete the switch immediately, ensuring Stability for users;

c) Database backup: The database server is clustered by multiple servers, and the failure of a single server will not affect the overall business.

· Operation Guarantee

a) Operation and maintenance process and system: Tianrun Rongtong’s operation and maintenance team has accumulated rich experience in the field of large-scale managed call center operations and has formed a set of The complete operation and maintenance system and process of the call center platform and the customer service response mechanism can fully ensure the stable operation of the system;

b) Emergency plan: For possible failures of the call center platform system and customer systems, we will provide The Run operation and maintenance team has developed a detailed emergency fault diagnosis and troubleshooting mechanism to ensure that the system and business can be restored to normal operation in the shortest time;

c) Personnel guarantee: Since Tianrun Rongtong has been focusing on hosting calls center area, thus accumulating a group of experienced operation and maintenance personnel and customer service personnel.

Tianrun hosting service standards

·Important service indicators:

1) Standard service activation time < 1 working day

2 ) Call center system availability = >99.9%

3) Call connection time < 7 seconds;

4) Average connection rate > 99%;

5) Call drop rate < 0.1%;

6) Long call (1 hour) call drop rate < 3%;

7) Call center system network connectivity = > 99.9%;

8) Failure response and processing time:

a) Failure response time < 10 minutes;

b) Failure recovery time < 30 minutes.

1. Focusing on the development of hosted call center platforms

In 2006, Tianrun Rongtong introduced hosted call center services to China for the first time and has maintained focus and high-intensity investment for the past three years.

The company has gathered a group of outstanding technical talents in the Internet and telecommunications fields. The professional technical team consists of more than 20 people, with an average age of 30 years old, of which 100% have a college degree or above, and 35% have a master's degree or above. The key technical personnel all graduated from traditional prestigious schools in the field of communications and IT such as Tsinghua University, Peking University, and Beijing University of Posts and Telecommunications, and have more than 10 years of solid work experience in large communications companies or IT companies.

Business focus, continuous investment and solid talent reserve fully ensure that Tianrun Hosting has always been a leader in the field of hosted call centers.

2. Serving hundreds of users, we have accumulated sufficient experience

Tianrun Hosting is the largest hosting call center platform in China, with hundreds of typical users in various industries. It has provided call center hosting services to hundreds of companies including Galaxy Securities, CCTV Network, Baidu, Huatai Life Insurance, Oriental Cable, China Youth Travel Service, Baicheng Travel Network, Century Internet, Digital China, etc.

In the process of providing services to users, Tianrun Hosting continues to improve functions and improve service levels, thus accumulating rich experience in operating call center hosting services.

3. Convenient and flexible function operation, efficient and comprehensive response mechanism

a) The agent interface adopts WEB mode, the Chinese operation interface is friendly, rich in functions and easy to operate, and can achieve rapid deployment. Usually, agents can effectively master the use of agent functions after only one hour of training. "Tianrun Hosting" provides online training and real-time telephone training. Customer service staff can get help at any time if they encounter any usage problems.

b) These agents extend to the company's office or other locations designated by the company through remote terminals. By providing the same call center functions at corporate headquarters and remote offices, and organically connecting them in a unified network, companies can effectively utilize more professionals and low-cost labor resources. This can affect the organizational structure and operation methods of enterprises, providing enterprises with more flexible capabilities to quickly respond to new market demands and changes.

c) Tianrun Rongtong hosted call center system can provide good standard data interfaces. For special customer needs, Tianrun can develop customized interfaces to facilitate customer management.

4． High-quality operation service guarantee

An enterprise's call center hotline, whether it is a marketing hotline or a service hotline, is a vital lifeline for every enterprise. How to maintain the safety, smoothness and continuous stable operation of lifelines is the most important criterion for measuring the service level of managed call centers.

Tianrun Hosting works closely with China Unicom and China Telecom, two basic operators, making full use of the operators' network resources and providing the first guarantee for the system in terms of the configuration of communication resources.

Tianrun Hosting has established a complete system operation and maintenance management system, which provides a second layer of guarantee for hosting call center services from three aspects: personnel guarantee, system guarantee, and process guarantee.

Tianrun hosting adopts a data and voice separation model, taking into account the stability of communication and the security of customer information. This provides a third layer of protection for call center services from the perspective of user information security.

5. Systematic and comprehensive training support

· Training objectives

a) Tianrun is responsible for providing comprehensive system usage training and necessary technical training to the customer's call center service managers to ensure that they can Accurately schedule and manage call center services through the system platform.

b) At the same time, provide comprehensive usage training to the agents and agent managers who use the call center, so that they can correctly and skillfully use the call center system to conduct business and manage.

·Training content

a) Provide call center background usage training to the user’s call center service managers;

b) Provide training to the user’s agents and agents Managers conduct call center front desk usage training;

c) Provide users' call center service managers with the "Call Center System Backstage User Manual";

d) Provide users' agents Provide the "Call Center System Front Desk User's Manual" for their convenience;

6. Passed the professional certification by the Ministry of Industry and Information Technology

Tianrun Rongtong is the only professional managed call center service provider in China that has the "National Call Center Operation License" issued by the Ministry of Industry and Information Technology. "Tianrun Hosting" passed the technical appraisal by the Call Center Professional Committee of the Ministry of Industry and Information Technology (formerly the Ministry of Information Industry) in 2007, and won the annual product award for China's Best Call Center that year.