Businesses are moving to a customer-centric approach. The general idea is to serve the customers to the best of their capabilities and solve any queries or grievances they have. In order to make this happen, it is required to set up a call center wherein the customers can call and discuss the issues with a professional. With more and more industries realising the need, the number of call center set up in India has largely increased. In 2015, approximately 350,000 people were working in a call center.
However, mundane tasks make it challenging to serve every call with the same enthusiasm. The obsolete technology makes the call resolution process lengthy, and the agents’ performance had become difficult to monitor. Moreover, with an on-premise solution, it was a challenge to have remotely located resources to work for the organisation. This either leads to a hefty expense by the organization or loss of opportunity. With cloud call center solutions coming in picture, many shortcomings in the on-premise model were solved. Here is how the organisations that have shifted to the cloud-based model have gained pace with business growth.
Speed of Deployment: Cloud-based call center solution does not require a hardware setup. Therefore, it is less time consuming to implement cloud-based system. The process of installation is hasslefree and does not interpret the business processing or any operation in the workplace.
Seamless Business Model: Cloud-based call center solution make the business operations smooth. When on this system, all the workstations shall have a stable internet connection. The customer care agents can access the portal remotely as well. All of this helps to have specialists solve the queries of the customers.
Scalability: As the business offerings change, so does the target audience. One of the features of the contact center solution leveraged by most organisations is – scalability. As the business requirements vary, the solution can be scaled too. The organisation can opt for a subscription model wherein the solution can be priced as per the number of profiles created.
Customer Support: Customers are an essential asset of an organisation. Solving their queries proactively increases the customer retention rate. Moreover, it increases the trust of customers on the products or services offered. The customer support agents can respond to customer inquiries without any barriers.
Monitoring Performance: A cloud contact center software helps to monitor the incoming calls and how efficiently the agent tackles it. The tool can be used to monitor the agent efficiency by tracking the first call resolution rate, duration of a call, and the feedback given by the customer about the call. Having a finite rating and feedback mechanism set helps in bringing higher levels of productivity and quality of service provided.
User-friendly systems: The cloud call center solution is easy to customise, and the interface can be personalised to suit the needs of every organisation. The solution has made it possible to allows call center agents to leverage enterprise-level functionality without rigorous training to understand the features of the interface.
Holistic integrations: A regular call center software requires multiple other software to perform routine tasks. This software includes customer relationship management tools, call script generators along with help-desk tickets. In the case of cloud contact software, the organisation can enjoy one-click integrations with business management tools. Not having to input redundant data on multiple platforms saves time and efforts of the agents and helps in generating enriched agent experience.
Increased Productivity: Cloud-based contact center solution offers gents a single, integrated desktop/screen to get a holistic view of the customer and thus, reduces average call handling time. Additionally, cloud-based technology provides the right automation tools to improve overall agent productivity along with reducing agent turnover.
