4 Advantages Of A Cloud-Based Call Centre

However, there are certain limitations that traditional call centres have. These limitations include high costs and other difficulties in existing call centre system integration, especially with dedicated equipment and infrastructure. Thus, some companies are migrating their operations to the cloud, which serves as a modern solution to problems associated with managing a traditional one. 

Reasons to migrate your call centre to the cloud

Today, operating a contact centre as a service (CCaaS) provider to other companies requires a different approach to handling changing customer behaviour. One way to do this is by migrating to the cloud. While every company might not need it, there are some compelling reasons why this option would work for some businesses.

1. Improved CX

Technology can make or break customer experience (CX). With cloud-based technology, teams can focus  on the goal that matters most: delivering exceptional customer service. This is because this technology has features such as the following:

• Advanced reporting

Agents may need to toggle back and forth through multiple applications just to access customer information. Not only can this be time-consuming, but it can also make a customer’s journey feel disconnected since they have to answer questions repeatedly. This is a crucial aspect companies should look into because prompt and efficient access to information is an excellent sign that companies prioritise the human touch and connectivity.

With a cloud-based contact centre, companies can access statistics, call duration and customer information simultaneously. Agents can easily follow the customer journey, minimising the need to repeat their concerns from one agent to another. These ‘connected agents’ can also utilise available reports to anticipate problems and provide solutions from there. 

• Better-equipped agents

Years ago, an article in Forbes predicted that the current call centre industry is a relic waiting to happen. It pointed to the capability of artificial intelligence (AI) to provide human-like interactions as the main reason this could happen. 

The current situation isn’t far from what the article predicted. However, aside from the promise of AI, call centre businesses face some challenges with how their operations work. This includes the rise of powerful web-based platforms that can support full operations, leveraging how both small and established businesses work.

One area where its impact is observable is customer experience. Cloud-based call centre technology improves customer experience since it can gather and analyse customer interaction through connected channels. It can use a universal queue’s assistance which can route client concerns to agents better suited for their problems. Not only does this minimise call handling time, but it also builds trust and credibility among clients.

2. Convenience

Using cloud-based technology gives businesses the ability to access their systems anywhere as long as there’s quality internet connectivity. This convenience is a significant benefit for any company with employees on the road or working from home. It can also give many companies the option of expanding their business to include international locations. This is possible since the technology is on the web instead of being on the premises of companies. 

3. Scalability

Specific scenarios can put pressure on existing call centre technology. For example, a call centre business that caters to the travel industry experiences a high volume of calls and emails during the summer or holiday seasons, which isn’t the case during other times of the year. Some businesses might also expand quickly due to the growing customer base. These situations test the business’ technological scalability and when a cloud-based platform can work better.

Unlike traditional call centre technology, a cloud-based system minimises the need for costly and time-consuming licensed software installation that may be necessary during a business expansion. It can also eliminate the long deployment period of additional hardware for calling, chatting, or emailing customers during peak seasons. It can also allow businesses to add and delete users quickly, depending on the demand for products. These are all possible because cloud businesses have larger servers that can accommodate other businesses’ IT systems faster than on-site internal storage. 

4. Cost-efficient

A cloud call centre provider offers a lower start-up fee than traditional solutions. This is because conventional call centres require expensive system hardware, costly licenses for upgrades and labour costs for installing, repairing and replacing them if needed.
On the other hand, cloud-based systems require much less initial capital outlay and operational costs because they’re hosted by a third-party provider on the web. They don’t have to purchase infrastructures like communication servers in the form of Private Branch Exchange (PBX) or Internet Protocol PBX (IP-PBX). This means that businesses can start and run a call centre without having too much expenditure.

Conclusion

Moving contact centre operations to the cloud provides numerous benefits for businesses of all sizes. Whether the purpose is to expand globally, reduce costs, or improve customer experience, it can be one of the best options to meet your clients’ changing needs.