Providing immediate and exceptional customer service isn’t the hallmark of a great business but the benchmark of a successful one. To achieve this level of service, many companies rely on in-house or outsourced call centers where customer service representatives handle calls from customers on an on-demand basis.

As your business grows, so does the demand on those CSRs and the expectations of your clients, which is why so many organizations are turning to the modern solution of a PABX hosting provider. With that in mind, let us consider four of the most important benefits to customer support that such a measure provides.

The PABX Grows as the Needs of Your Business Does

Perhaps the greatest benefit that a PABX phone system and, to a greater extent, a PABX hosting provider delivers is scalability. Proprietary solutions are easy to outgrow, and in some cases, the only practical solution is an entirely new phone system. With a hosted provider, you can simply add or even reduce phone equipment as needed, and if you need additional throughput, the provider handles that automatically on the backend rather than requiring you to install additional lines or extensions.

Give Your Customers the Access They Want, When They Want It

Perhaps there’s no greater way to meet the needs of your clients than to be there for them when they want to reach you. With a PABX system, you can easily provide coverage outside of standard business hours. The service can scale up during peak hours and down during off-hours. In fact, you can even provide this service without someone manning the phone. Infrequent after-hour calls are routable to an outsourced CSR or to the smartphone of an in-house CSR who’s on call.

Provides Cost-Savings and Overall Efficiency

Scalability translates into affordability because you only pay for what you need, when you need it. Additionally, a PABX hosting provider gives you statistics that you can use to forecast usage. Finally, PABX systems are highly integrable, which means that they’re capable of being integrated with your workstations, database systems, printing services and other resources that CSRs will access to meet the needs of your customers.

PABX Providers Support Features Like Hot Desking and Roaming

As your size and the needs of your customers grow, your call center will likely become specialized. In other words, rather than have CSRs that do it all, you’ll have tiers of specialists who handle a particular class of tasks. Private automatic branch exchanges support this type of infrastructure. These systems also support hot desking, which is when more than one CSR is assigned to each call center workstation, and roaming, which is convenient when the CSR has to move to a different type of workstation in order to meet the needs of the client.