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How to Grow Your Contact Center Without Outsourcing

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As your business grows, so does your customer base. And with more customers comes the need for your company to provide additional support, sales and service channels.  In short, you need to be able to grow your contact center along with your business as a whole.

To do this, you have two choices:

  1. Outsource your contact center to a third party company, like a BPO.
  2. Find a way to scale your existing contact center in-house.

There are many businesses that are perfectly comfortable with outsourcing their call center to a BPO or third party support service; compared to scaling a contact center in-house, it seems like the easier option.

But when you outsource your call center operation, you lose some degree of control of your agents. You might be able to review historical activity reports, but you lose the ability to truly manage your contact center agents.

Scaling Your Contact Center in the Cloud

With the advent of cloud-based call center software, it is easier than ever to grow your contact center in-house, even on a budget. In this post, we'll talk about some of the key features of virtual call center software that make it easy to grow your contact center along with your business.

Remote Agent Capability

One of the biggest challenges of scaling a traditional call center is adding more agents. When you add more agents to an on-premise call center, you must purchase and install all new equipment on-site. And before you do that, you must ensure that you have the space to add this equipment, which may involve purchasing additional property to house agents.

With cloud-based contact center software, agents can work from anywhere. All an agent needs to start making or receiving calls is a laptop, a headset, and a reliable Internet connection. There is no need to purchase expensive, on-site equipment or obtain additional space to house your agents.

Agent Monitoring and Training Tools

Agent on boarding is another challenging hurdle of scaling your contact center. No matter how comprehensive your new agent training program is, there is no substitute for real experience with real callers.

With key cloud-based features like real-time call monitoring, call whisper, and call barge-in, call center managers can listen in on live calls and coach agents from anywhere. These tools allow agents to gain the experience they need under the expert guidance of call center managers.

Advanced Call Routing

As you scale your contact center, you have a budget to maintain. And the cost of hiring enough agents to handle the growth of your business can account for the majority of your call center costs.

With advanced call routing, you can grow your contact center without adding as many new agents as you would need with a traditional solution. Skills-based routing and percentage-based routing allow you to make the most of the agent resources that your business can afford.

Skills-based routing allows you to direct specific types of customer inquiries to the agents who are best equipped to handle the call. This advanced call routing practice cuts down on call transfers and call handling time, which means that your agents can handle more calls in less time.

Percentage-based routing allows you to control how many calls are routed to specific groups of agents. You might use this feature to route fewer calls to new hires who are still going through the onboarding process, and more calls to your most experienced group of agents. You can also use percentage-based routing to route more calls to call queues that have more agents, and fewer calls to smaller call queues; this even distribution of calls allows for more efficient call handling and shorter average call duration.

Cloud-based Contact Center Software

Have more questions about how cloud-based call center software can help you grow your contact center without relying on third-party services or BPOs? Explore these related articles to learn more: