AVOXI reviewed five reasons to move your call center to the cloud in 2014. As cloud technologies expand and mature, it’s time to take another look and see what the 2018 top five reasons are to switch to a cloud-based call center.
Reports covering the cloud-based contact center market forecast significant growth as businesses shift to cloud call center solutions. MarketsandMarkets™, a B2B research firm, indicates the top drivers for moving your contact center to the cloud as the need for disaster recovery, faster deployment and flexibility of cloud solution, and need for compliance management. Other reports address overall areas of focus as customer experience. Ensuring positive customer experience is a top line priority for many businesses in 2018.
Why Move Your Call Center to the Cloud in 2018?
Cost remains one of the most compelling arguments for moving your contact center to the cloud. A virtual call center saves you money. As proprietary on-premise platforms become outdated, the expense of hardware and software upgrades makes additional investment objectionable.
Cloud call center solutions require a computer, headset, and access to the Internet. Your provider handles updates and maintenance generally at no additional cost. Additionally, virtual call center platforms typically offer all the contact center features and functions found in an on- premise solution.
Since employees work can remotely with a cloud solution, you won’t have to worry about overhead costs associated with a physical work location. That means no rent, no office supplies, no expensive equipment. You just have to make sure your employees have access to a computer with Internet access.
2. Customer Experience
We updated the number two reason to better capture overall objectives for businesses. We listed Live Monitoring as our previous #2 reason. However, along with other services and features, Live Monitoring serves as a tool to enhance the overall customer experience.
Live call monitoring enables call center managers to listen to calls in progress. It provides instant insights into what your agents are saying to customers. Paired with call whisper, live call monitoring offers an excellent coaching and training tool. Call whisper allows call center managers to coach agents during live calls. Only the agent can hear what the manager is saying.
In addition, extended call recording lets you record, download, and review calls to access customer engagement and identify recurring issues. This ability allows you to coach and train your teams on customer engagement. It also provides insight to what is important to your customer.
First call resolution is a fundamental metric in determining customer satisfaction. As a call center manager, live and historical reports let you track customer wait time and periods of high call volume. These metrics allow you to adjust queues and representatives as needed. Easily identify which agents answer the most calls and monitor call outcomes using analytics typically available in virtual call center solutions.
Along with call routing features, IVR/Auto Attendant, facilitates first call resolution by getting the caller to the right person quickly and efficiently. When set up appropriately, IVR systems help ensure a better customer experience. Generally standard in a cloud-based contact center solution, an IVR system is easy to set up and manage using an online interface.
3. Disaster Recovery
We moved disaster recovery (emergency preparedness) from #5 to #3 in our top 5 list based on the importance indicated in market reports. Virtual call center services offer built-in protection to maintain operations if your business suffers an outage due to weather emergencies or operational failures. Leveraging the benefits of cloud operations, the settings in your contact center portal allow you to route calls to agents or facilities unaffected by the outage. And, your cloud provider generally has failover and redundancy functions in place.
With a virtual call center, agents can work remotely if there is an Internet connection. Another good thing about being part of a virtual call center in an emergency is that you won’t have to worry about losing data and information. The cloud stores all your information.
4. Faster Deployment and Flexibility
For #4, we added “faster deployment” to our flexibility category. No need to wait on technicians setting up and configuring hardware, cabling and systems as with on premise platforms. Handled dynamically through online setup, set up your cloud-based virtual call center in a relatively short timeframe. Online portals allow you to manage your settings, determine your queue setups, and other self-managed protocols.
Plus, moving to the cloud increases your flexibility. You extend your ability to hire agents from multiple locations and you can offer employees the ability to work remotely. This gives you the ability to hire the most qualified person for the job, regardless of where he or she lives. If you conduct international business, this flexibility is a huge advantage as you set up coverage by having employees working every hour of the day regardless of the time zone of inbound customer calls.
5. Compliance Management
Our #5 category is new. Compliance to various regulatory standards becomes ever more challenging as businesses operate globally. Compliance is of concern for PCI, HIPPA, and EPCA standards. Privacy and data information regulation is increasing in many parts of the world.
One example is the 25 May 2018 advent of the European Union’s General Data Protection Regulation (GDPR). That regulation empowers EU customers and prospects to request that businesses delete their personal information. The upcoming EU GDPR standard is a good example of one more regulation added to the expanding list of mandates.
The features generally available with a virtual call center solution offer functions to help you with compliance management for select standards and regulations. From call and agent reports to live call monitoring and call recordings, supervisors of cloud-based contact centers can monitor key aspects of customer engagement to ensure adherence to regulations and identify issues.
Additionally, confirm that your virtual call center solution provider conducts compliance auditing for multiple standards to address: application and interface security, data integrity, data security, data lifecycle management, data access, and identity management. This helps ensure a secure environment and minimize potential risks.