What Are Hosted Call Center Features

What Makes It A Call Center?

Many businesses we consult with are service oriented and have a group of folks that handle inbound calls. Whether it is tech support, order taking, or scheduling installations the requirements are similar. The question comes up, Do I need a Call Center? As Jeff Foxworthy would say, If you need Call Queues, Agent Login, Reports, Recording and Real Time Supervisor Monitor, then you need a Call Center.

Features Explained

So what is a Call Queue? Call Queues allow you to stack calls up while they are waiting for an available Agent. The queue allows you to distribute the calls via a number of methods and algorithms, Caller ID or Spanish speaking to name a few. Also the caller can hear position reports, “You are the 3rd caller, the average hold time is” and they can hear custom messages based on the particular queue they are in. For instance a pediatricians office might remind callers of immunizations or back to school physicals for the kids.

Agent Login and Real Time Supervisor Monitor allows you to have more or less agents take calls based on real-time stats on the Supervisor Monitor.  The Supervisor can tell how many calls are in queue and how long the longest call has been in queue. This is where Reports come in. There is a very important time called the Abandoned Call Timer. This is the average time a person will wait in a queue before they hang up mad. This is different for every business. After just a couple of hours of stats you can determine this timer. When a Supervisor sees this number approaching the system can alert Agents to Login and take some calls so the customers are serviced in a timely manner.

Reports are a very important part on the Call Center.  It is impossible to have a real picture of your service department without reports. First, Supervisors use the Agent Reports to evaluate the Agent performance. How many calls do they take, how long are they logged in, what is the average call length. You can also Code each call so you know what kind of call it is. Was it a support question, an RMA request, a sale. These are just a few categories you may want to track.

Gathering marketing info can also be determined. Say you run a new campaign on your website and use a special toll free number for all the inbound calls. The reports make it easy to break out how many calls were received via the toll free number and what times they were made. This helps when determining responses from TV or Radio commercials.

The last thing the Reports help with is determining if you are understaffed or over staffed. In a non call center environment is is difficult for a Supervisor to project staffing needs. There is no way to determine metrics or project future cost of expansion without consistent and accurate reports. 


You don’t have to be Microsoft or Humana Insurance to need a call center. Your business may be a doctors office, HVAC repair or a IT Service company. If you are considering a new telephone system and need help, give Tampa VoIP a call at 813-852-2222.

Drew Martin

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