Call centers are not exclusive to large companies with thousands or millions of users. Many companies of all types of sizes may be in need of a call center. Currently there are different alternatives such as outsourcing the services with a company dedicated to carrying out call center campaigns, implementing an internal on-premise platform (on site) or hiring a cloud service with month-to-month payment, but how do I know if I need it? ? 

If you want to know more about the Call Center solution, go to: https://ikono.co/ikono-callcenter/

The key to choosing the right service is to be clear about why the company needs the call center, this is how it is defined if its focus is inbound either outbound, if I should outsource the services or implement one internally, decide and want it In place or in the cloud. 

Below we will clarify all these terms so that you can identify the needs of your company.

It refers to call centers whose main function is to receive calls. Of course, there are cases in which outgoing calls are made, but the main function is to be available to users

These are the types of call centers where people are actively contacted by telephone.

When I need to have a system that can manage my databases without the need for agents to manually dial the numbers of the people to be contacted.

They are generally used to make:

• Sales calling own or purchased database
• Surveys
• Portfolio collection
• Market studies

These call centers are necessary when the interaction with the listener is extremely important. If the objective is only to transmit a message en masse, a mass voice messaging service is used through telephone calls, such as callzi, which sends a prerecorded message to your database. 

If you want to learn more about mass voice messaging, go to https://callzi.com

Now you know if your main need is to receive high volumes of incoming calls (inbound) or, on the contrary, to make high volumes of outgoing calls (outbound).

Here another question arises: should I outsource call center services or should I implement one internally in my company?

This decision differs greatly from company to company, taking into account the objectives of having a call center. Read the following cases and find the one that is similar to your company and aligns with its objectives.

When it comes to an internal call center, there are two alternatives: in the cloud and on-premise

It must be taken into account that, when it comes to an internal call center, whether inbound or outbound, There are two alternatives: hire a call center platform in the cloud or implement one physically (on premise). The difference lies in costs.

Implement a call center on premise It is expensive, requires a large initial investment and although initially it may seem exaggerated, if the company knows that it is going to have an internal call center operating for a long period of time (years), the investment is justified and in fact it can be cheaper in the end. long term, compared to a call center in the cloud.

Those cloud platforms, on the other hand, are incredibly inexpensive compared to on-premise ones. They are not a straitjacket because payment is made month by month, can be canceled at any time and requires a very small initial investment. This option is recommended for startups, small and medium-sized businesses since it allows flexibility by being able to add and remove agents and this directly influences the price, for example, this month I can hire 5 agents and next month 3, so next month the invoice you paid to the cloud platform will be cheaper.

Soon we will be telling you in depth the differences between the cloud and on-premise platforms.