Initially, when companies used to make calls to their customers, they used to keep the data in large registers, the problem with that was they were not only time-consuming, but they also created problems in storage. As the technology evolved companies started using computers and specifically excel sheets for the same purpose of calling and closing deals with customers. This method is still being followed in the majority of companies today, but times have changed and we have a new kind of technology and it is called a cloud call center software.
So, what is a cloud call center software? Well, it is a software that stores all your data related to calls in the cloud not and on the computer, so even if you somehow lose the computer, you do not lose your data. It has so many advantages to the current way of calling, that by the end of this article, you will know the importance of a cloud call center software.
So, what are these advantages? Well, here are a few:
- Scalability: When a company has dedicated call centers on its premises, it costs both space and money. When the load is high, you have to increase the staff and whatnot. With a cloud call center software, you have unlimited scalability options. It is simple as well as cost-effective.
- Agility: The rate at which customer demands are rising, it is impossible to fulfill them through conventional ways. Technology like a cloud call center software helps in making your company more agile.
For example, it is very easy to move a sales rep from inbound to outbound calls on a cloud call center software or moving quickly from answering calls to responding to customer chats.
- Lower Costs: A hybrid contact center as a service costs $1,356 per agent per year, according to Nemertes Research. An on-site contact center, in contrast, costs $2,104 per agent per year. While cloud contact centers are funded through operational costs, on-premises contact centers require hardware investments.
- Reduced burden on IT: In conventional call centers, whenever there is an issue, the time it takes for the IT department to resolve the issue is a lot. During that time, everything is put on hold, which affects the company’s image and relationship with its customers.
In a cloud call center software, things can be done much faster, which saves time and helps the company to continuously serve its customers.
- Business continuity: When incidents like the Covid 19 pandemic happened, all conventional call centers were affected, and only cloud call centers were able to still operate smoothly as it also enables support for sales team who are working remotely.
This was not the first pandemic nor the last, situations like these will happen, and whoever is well prepared would be the only deciding factor.
- Improved Customer experience: Customers today want to keep relationships with companies on their terms. They prefer sending the company their queries through multiple platforms. Only a cloud call center software can efficiently manage this.
- Improved experience for the Sales rep: Sales reps form the backbone of a company as they are in direct contact with the customers. A cloud call center has the option of letting the sales rep work remotely.
According to Pipkins research, remote workers have an 80 percent retention rate, compared to 25% for on-premises contact center personnel.
- Better uptime: With cloud call center softwares, companies do not need to worry about software issues as cloud platforms today have multiple data storing locations along with multiple backups.
- AI-powered multichannel communication: Conventional call centers can’t manage to interact with customers on multiple platforms. That is why companies need AI-powered cloud call center software systems that can contact the customer through their preferred platforms.
To conclude, cloud call center softwares are early in adoption, but companies are adopting them at a very fast rate due to its numerous advantages and by the end of this decade, we can trust to see all the companies operating cloud call centers.
