The Top Six Benefits of Cloud-Based Call Centers

Posted by Lee Ho on May 5, 2017

As consumers around the world continue to expect instantaneous, seamless communication with the brands they love, the brands they love will need to do what they can to keep up. And for many, that means switching from premise-based call center solutions to those that are on the cloud. In fact, some believe 2017 will be the year of the cloud-based communications provider, and there’s no time like the present to make the switch. From better ROI to higher agent efficiency, here are the six main benefits of cloud-based call centers.

The Top Six Benefits of Cloud-Based Call Centers |

1. Better Return on Investment (ROI)

Let’s say you’re starting a 100-seat call center business. If you go the traditional route, you would spend thousands of dollars in buying sophisticated equipment, which would also require expensive monitoring and management. Worse still, scaling up your business, such as adding new agents, would also require additional capital expenditure on equipment.

On the other hand, if you use cloud technology to build your call center business, hardware and software investments are minimal, if there’s an investment at all. Huge up-front capital investment requirement is unnecessary and integration with in-house network architecture is fast and simplified. Furthermore, the pay-as-you-go model is affordable and easier to predict. After deployment, a cloud-based call center is easy to manage, normally requiring minimal involvement from the IT staff, who can concentrate on handling the core business functions instead.


2. Increased Scalability

Call center businesses usually experience periods of higher-than-normal traffic. As such, they are usually compelled to increase the number of agents as well as the associated infrastructure to accommodate this increase in demand. Unfortunately, this makes businesses incur costs that may not be beneficial over the course of the year.

Since cloud services are usually offered on a “per user” or “per feature” monthly payment model, they allow businesses to add or take away seats as needed, without incurring an additional cost. This way, businesses can sufficiently respond to market fluctuations without any worries of capacity limitations or incurring redundant expenses.


3. Higher Agent Efficiency

If an agent is given the right tools to work from any location, is being in the office even necessary? Allowing agents to work remotely with an on-site call center solution is complex and costly. Apart from providing them with the necessary equipment, the entire on-site solution will need expensive management and maintenance. However, a cloud-based call center ignores geographical limitations while enhancing customer experience and lowering operational costs. All that’s required is an Internet connection.

With a cloud-based call center, agents can enjoy the flexibility of receiving routed calls and connecting to the company’s network architecture from anywhere in the world, enabling optimal performance. Such a benefit also gives a call center the opportunity to employ experienced agents from any part of the world. Furthermore, since supervisors can monitor agents’ calls and track performance remotely, it enables a business to stay productive and competitive. Supervisors can offer real-time assistance to agents to ensure customers receive top-notch services.

Plus, a recent survey found out that remote workers tend to be happier and more productive than their office-based counterparts, and who doesn’t want happier and more productive employees?


4. Efficient Disaster Recovery

Each unattended call represents a lost business opportunity, and unplanned disruptions can bring down your call center business. For example, power can go out, telecommunications and data lines can experience drawdown, or extreme weather conditions can prevent workers from making it to the office. And, attempting to create a comprehensive disaster recovery and redundancy strategy to address each of these situations can be costly and difficult to attain.

With cloud technology, you can build a call center that is available at all times. If an agent is unable to attend to a call, for any reason, a cloud-based call center can still accept and queue calls or deliver engaging messages. A cloud facility can also be configured to automatically route calls to available agents or fail over to remotely located agents.

With the above disaster recovery capabilities, a cloud-based call center can ensure maximal availability of its services and enhance overall customer satisfaction. Learn how Fonolo used Zang to increase customer satisfaction in their call center.


5. Enhanced Interoperability with Other Applications

Cloud-based solutions are interoperable with most systems. With cloud technology, you can benefit from a rich set of pre-configured, ready-to-use business tools for use with other applications.

If you build a call center in the cloud, you will access a host of APIs and connectors for integrating with other systems, enhancing the capabilities of your network architecture. For example, you can link your cloud-based call center with a third-party statistical or reporting tool to monitor the performance of agents easily. Plus, the ability of integrate cloud-based solutions with other applications leads to the development of user-friendly systems.

As such, call center agents are able to access a technology that is sophisticated, yet easy to use, and avoid the hassles of protracted trainings on outmoded systems and daily usability difficulties. Eventually, a business benefits from the resulting productivity gains.


6. Enhanced Safety and Security

Cloud facilities offer better security than on-site storage solutions. If your business still stores sensitive information on physical devices, you risk losing the data and hurting your reputation. Cloud-based call centers, on the other hand, offer several security features for data in transit and at rest, such as two-factor authentication, data encryption, and data storage in certified datacenters located in various secure places around the world.

Make the Switch Today

Having a call center that’s cloud-based has several benefits that an on-premise solution simply cannot offer. Cloud technology offers a low-cost, scalable, efficient, and interoperable way of building a successful contact center business. Furthermore, the cloud enables maximum utilization of staff, provides enhanced security, and offers reliable disaster recovery options that are unmatched with on-premise solutions.

With today’s rapidly evolving technological landscape, the time to consider shifting your call center to the cloud and reaping the benefits is now. Many of your peers have already decided to look to the sky, instead of stagnating on premise-based solutions.

Why should you be left behind?

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Topics: customer happiness, technology ROI, call centers