Why are so many call centers moving to a cloud-based platform? Call centers help businesses deliver technical support, help customers make payments, or answer customer questions. While on-site call centers can do this, a cloud-based platform can do it faster. A call center hosted on the cloud proves higher reliability, and efficiently. To provide quality customer service, it’s crucial to be at the top of your call center game.
The Benefits Of A Cloud Contact Center
Poor customer service costs businesses up to $62 billion per year. This is a $20 billion increase since 2013. Why are so many customers willing to switch brands?
More Efficient Calls
According to StellaService, waiting on the phone is the pet peeve for 71% of customers. Usually, 67% of customers will hang up. Maybe they got tired of hearing that on hold music. Customers typically expect an average wait time of 50 seconds.
Rather than telling a customer’ how important their call is, show them.
- Solution: Implement a cloud based contact center.
- Result: This allows your call center to unite multiple call centers, and utilize agents that can work from home. Your managers can monitor calls more efficiently, and coach agents.
Is your business ready to handle a high call volume that comes with a seasonal campaign? Don’t keep customer’s waiting! A cloud-based contact center allows your company to increase the number of available agents on a per need basis.
Customer Service From Anywhere
The Northeastern United States was hit with two devastating snow storms, with a third on the way. Heavy snowfall can close roads, and hold up your business. However, a cloud-based contact center allows your business to have more options. Agents could log in from home, or calls could be redirected to another part of the world. This prevents a drop in productivity and allows your agents to deliver quality customer service.
In December, multiple contact centers in the Northeastern United States were closed for several days due to severe weather conditions. What was the cost of having their inbound queues and outbound campaigns come to a halt because of the weather?
If those same centers were utilizing a hosted platform as either their primary call center platform or as a back-up, they could have easily had their agents login from home and would not have had to experience any days without productivity.
Handle Customer Needs Faster
No matter who it is, the agent that takes your customer’s call is the voice of your company. If your customer has needs that they are unable to handle, it can lead to frustration. A cloud-hosted platform, paired with an IVR system, allows a customer’s call to be routed more efficiently. The IVR can route customers to agents that can: support technical issues, help customers make a payment, or make sales calls. As soon as a customer calls, an IVR can guide your customer to an agent ready to handle the request.
Best of all, managers can notice trends and anticipate the needs of your customers such as:
- Are there a lot of technical support calls coming in?
- Is there a significant influx of customers that would like their calls handled in another language?
- Is your company running a promotion?
A cloud-based contact center can make sure that your agents can handle these issues and much more.
Improve Your Company’s Bottom Line
When calls are appropriately handled, and customer needs are met, customer retention is maintained. When needs are anticipated, this also allows your agents to handle new customers. A recent survey found that 69% of Americans would recommend a company if they had a positive customer experience.