SHOULD YOU INVEST IN A CLOUD-BASED CONTACT CENTRE?

Cloud-based call centers are network-based services in which all inbound and outbound customer communications are handled on the internet. It’s a software solution that offers a comprehensive suite of tools and applications which allow you to deliver outstanding levels of customer service across multiple channels, including voice, SMS, email, and social media. 

How does it compare?

Things to consider:

  1. Your current environment 
    Understand what the transition to a hosted call center will involve. Does your current contact center platform support a seamless transition to the cloud or will you need to invest in a new solution? 
     
  2. Think about your goals 
    Once you know what you need to make your cloud contact center a success, you should next consider what you want to get out of a transition to the cloud. 
     
  3. Determine your budget 
    Cost is always a consideration. As a contact center manager, you need to find a software option that meets your operational and budgetary needs. 
     
    Your contact center platform will require recurring payments, typically through monthly or annual subscriptions, but your overall budgeting needs will be lower and more predictable than those of a legacy solution.   
     
  4. Understand current and future needs 
    Think about changes you see in technology and customer demands. You don’t want to invest in a contact center solution that will grow obsolete or prevent your contact center from adapting. Instead, find the solution that allows you to succeed now and prepare for future needs. 
     
  5. Consider remote training processes 
    When using remote agents for your customer support team, you need tools that improve the agent training process. Your managers and supervisors won’t have the ability to monitor agents on the floor, so you’ll need to provide tools that enable confidence and proficiency. 
     
  6. Prioritize implementation processes 
    Deploying a new contact center solution doesn’t have to be difficult. Again, look for a business partner who offers professional services to get you switched over with little to no downtime throughout the process. 
     
  7. Think about security and privacy 
    Contact centers often deal with sensitive customer data, especially for businesses that work in healthcare and financial services. To maintain customer trust and confidentiality, ensure the cloud solution you choose has reliable security measures. 
     

Before choosing your service, explore their security measures. Check for any security breaches that have happened in the past. Determine how much the provider prioritizes privacy and how they work to keep your data safe. 
 

Ready to implement a remote-managed contact centerAdept Technologies is well adept in both cloud-based call center service and on-premise call centre. Talk to us TODAY or Email us and get a FREE quote and demo! 
Call us on +254 747 235 236 or email us at Contact.adept@adept-techno.com