Should you invest in a cloud-based contact centre?

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SHOULD YOU INVEST IN A CLOUD-BASED CONTACT CENTRE?

Cloud-based call centres are a network-based service 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?

Below are the things you should consider:

  • Your current environment
    Understand what the transition to a hosted call centre will involve. Does your current contact centre platform support a seamless transition to the cloud or will you need to invest in a new solution?
  • Think about your goals
    Once you know what you need to make your cloud contact centre a success, you should next consider what you want to get out of a transition to the cloud.
  • Determine your budget
    Cost is always a consideration. As a contact centre manager, you need to find a software option that meets your operational and budgetary needs. Your contact centre 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.
  • Understand current and future needs
    Think about changes you see in technology and customer demands. You don’t want to invest in a contact centre solution that will grow obsolete or prevent your contact centre from adapting. Instead, find the solution that allows you to succeed now and prepare for future needs.
  • 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.
  • Prioritize implementation processes
    Deploying a new contact centre 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.
  • Think about security and privacy
    Contact centres 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 centre? Adept Technologies is well adept in both cloud-based call centre service and on-premise call centre. Talk to us TODAY for a FREE quote and demo! Call us on +254 747 235 236 or email us at marketing@adept-techno.com


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