Benefits of a Cloud Contact Centre
More people than ever are splitting their working time between home and the office, and the most common solution for contact centre agents is simply routing inbound calls to mobile phones, but despite being an easy solution, it has many drawbacks when compared to implementing a cloud contact centre. We’re going to cover a few of the main benefits of moving your contact centre to the cloud, and if you’re interested in learning more about this solution, please give our team a call on 0800 368 7358.
Save Costs on Office Space
The main cost-saving benefit of a cloud contact centre is that staff can access it from anywhere, meaning you can have a hybrid workplace, limiting the number of desks and amount of physical office space required. Many organisations are now reducing their office space to save costs on rent and utilities, and implementing a hot-desk solution to allow staff to work from home or the office, without a dedicated desk needed for each employee. With a cloud contact centre and hot-desking, companies don’t need to purchase a new desk and hardware for each new employee, the employee can simply book a desk and work in the office or work from home.
Boost Customer Service
The intelligent features of a cloud contact centre can transform the way you communicate with your customers. If a customer calls up with a specific issue, smart routing can help them get through to the relevant team who are equipped to assist them straight away, without having to go through another agent, explain their query and then be on put on hold while they’re transferred.
Agents will also have access to all of the customer’s previous communication through any channel right in front of them, helping them understand the customer’s needs and provide support much quicker without needing to ask redundant questions, using up the agent’s time and frustrating the customer.
Compared to a traditional, on-premise contact centre, cloud contact centres are extremely flexible and versatile. Most cloud contact centre solutions are priced on a pay-per-user or pay-as-you-go model, meaning that you’re only ever paying for what you use, and users can easily be added or removed from the package, making scalability easy with no additional infrastructure or technical know-how required. Cloud contact centres are also accessible from anywhere, as we’ve already covered in this article, meaning that your staff have the flexibility to work from the office or at home.
Real-time data and analytics is a huge benefit of a cloud contact centre as it allows you to optimise and improve your customer service based on real data from previous communication with customers. Some of the data includes the length of time a customer was on hold for, how long it took for the call to be picked up, how many times a customer has called, which agent is working on their case, and so much more. All of this information enables you to see where your contact centre needs improving and reward agents that are providing good customer service.
There are so many benefits to a cloud contact centre, from cost-savings to improving customer service. If you’re interested in learning more, or seeing a live demonstration of a cloud contact centre in action, visit our Contact Centre Solutions page or get in touch by calling 0800 368 7358.