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Managed Services

Hostcomm's managed call centre service enables you to outsource day-to-day management responsibilities as a strategic method for improving operations and reducing cost.

This can include outsourcing of an outbound calling campaign, an inbound call centre or telephone system. A managed call centre service differs slightly from a hosted call centre, hosted dialler and hosted PBX system in that it comprehensively covers all components and offers you a single point of contact for support. The managed service can cover all of the following elements:

  • The call centre technology eg hosted dialler server cluster,PBX.
  • Security systems such as firewall, VPN, intrusion detection.
  • Network infrastructure components such as LAN switches and routers.
  • WAN circuits.
  • Agent phones and headsets.
  • Agent desktop hardware.
  • Call termination / origination and phone numbers.
  • CRM provision or integration with existing system using APIs.
  • Workflows for business process automation.
  • Performance monitoring.
  • SLA-backed problem reporting.

Being able to view and control all of the elements above is an advantage to both you and Hostcomm because it eliminates wasted time spent deciding which supplier to call and gives Hostcomm end to end monitoring and hence it is able to take ownership of the problem. Wasted time can mean the difference between a minor outage and a threat to your businesses' reputation. A very common source of frustration is the inability of organisations to pinpoint whether the WAN circuit or service running over it has a problem. They can spend hours to-ing and fro-ing between suppliers trying to get one of them to accept ownership of the problem.

Hostcomm has been providing call centre services for eight years and has around 600 clients around the world. Our experience is vast and it covers all of the necessary areas.

Hostcomm's infrastructure

The managed services are delivered to you over a multi-services mesh network which means that there is resilience against a variety of outages. Hostcomm owns around 300 high spec servers spread across 5 data centres in the UK, Europe and the USA. Our strategy is to assume that an outage will happen sooner or later and to limit the damage that is done and then prevent it happening again. This said the service is very reliable and outages are rare due to the quality of the suppliers and components used.

Problem resolution and escalation procedure

Hostcomm has an escalation plan which is a series of procedures put in place to deal with potential problems in a variety of contexts. This is normally triggered when a ticket reaches a certain threshold and is still not resolved. In a call center, for example, an escalation plan specifies measures to be implemented when unexpected strain or an increased level of stress is placed upon the center. This stress can be in the form of a broadband outage or increased call volume.

Your account manager is assigned to every escalation to oversee the case from a holistic viewpoint in terms of the departments concerned. The account manager is responsible for evaluating your situation, facilitating the issue at a global level, and acting as an advocate on your behalf.

Network design and configuration

Hostcomm can design & implement a network infrastructure to carry your voice and data traffic which may include routers, switches, cabling, PCs and broadband circuits. Hostcomm will ensure that the design suits your objectives for resilience, scalability and performance and we will ensure maximum availability with our support services.

Service level agreement (SLA)

Hostcomm provides a service-based SLA which records a common understanding about services, priorities, responsibilities, guarantees, and warranties. Each area of service scope has the "level of service" defined. The SLA will specify the levels of availability, serviceability, performance, operation, or other attributes of the service, such as billing. It is important to note that the "agreement" relates to the services the customer receives, and not how the service provider delivers that service.

Hostcomm's SLAs include: a definition of services, performance measurement, problem management, customer duties, warranties, disaster recovery, termination of agreement. In order to ensure that SLAs are consistently met, these agreements are often designed with specific lines of demarcation and the parties involved are required to meet regularly to create an open forum for communication.

The benefits of Hostcomm's managed service:

  • Problem ownership
  • One stop shop for support
  • Low capital expenditure
  • Flexibility