In call centers, change is constant. Agents and call center managers must remain flexible in order to keep up with the ever-evolving contact methods, the variety of customer concerns and problems they face, and new product releases within the business that they need to be trained on. However, there are also changes in the call center that aren’t so exciting, or so easily tackled. These include instances like outsourcing agents for the first time, gaining another call center in a new geographic location, experiencing a huge spike in calls, or outdated technology that seriously needs revamping.
The best way to handle these big changes is to move operations over to a cloud call center. Cloud call centers, handled by a VoIP provider, provide flexibility and scalability only dreamed about with a physical call center. It is also much more cost-efficient, as buying more hardware is no longer a necessity and pricing is based on minutes used.
Cloud call centers’ mobility provides an opportunity for outsourcing or work-at-home agents, an option that is much less feasible with an on-premise solution. All agents require to work remotely with a cloud call center is an internet connection, and they can quickly be set up in the call center’s agent queue.
Cloud call centers also offer unparalleled scalability. When an on-premise call center experiences a spike in traffic, their hardware could be vastly unprepared for the increase of calls and fail. VoIP providers’ hardware, however, is built for a large quantity of traffic, and can therefore handle the increase with no impact to the quality of the calls.
Making the switch to a cloud call center proves to be the right step time and time again for many businesses. Allowing your VoIP provider to concern themselves with the big changes that occur in the call center can bring agents’ and call center managers’ attention back to the bottom line: customer service and satisfaction.