A hosted call centre, also known as a cloud-based call centre or virtual call centre, is where the call centre infrastructure is hosted and managed by a third-party service provider in a cloud-based environment. In a hosted call centre, customer service agents can be geographically dispersed and access the call centre’s resources via the internet, making it a flexible and scalable solution for businesses and organisations of various sizes.

Hosted call centres are suitable for a wide range of industries and can be particularly advantageous for businesses with variable call volumes or those seeking cost-effective and flexible customer service solutions. By leveraging the capabilities of a hosted call centre, organisations can enhance their customer service operations while reducing the complexity and cost associated with traditional on-premises call centre infrastructure.