The number of on-premise contact centers is reducing all over the world, and this is definitely not happening without compelling reasons.
The advent and massive growth of call centers have transformed customer service sector in the last 2 decades. However, like everything run by technology, the contact centers have also evolved with time. The technology and processes used in call center setups have changed gradually in the last few years. It is now a commonplace trend to witness most contact centers migrating to the cloud for running their operations.
Reasons Behind the Popularity and Growth of Cloud-hosted Contact Centers
There are some compelling reasons for which the majority of contact centers are ditching on-premise setups and migrating to cloud-based services.
Safe, Secure, and Easy Access to Data
With time, the amount of customer data the contact centers have to deal with keeps on increasing. This is owing to the growing demands of customer services. Storing and managing a gargantuan amount of customer data in an on-premise setup can prove to be tedious.
There can be issues related to data access and security. With cloud-based contact centers, the data is stored in a secure cloud. Most of the data centers have tough and advanced security measures to keep unwanted elements at bay. They are fast and can retrieve the data in the fraction of a second – whenever needed. Cloud technology is way more secure and manageable that way.
Enhanced Customer Experience
Regardless of the type of business, a cloud-hosted contact center strives to cater to the customer requirements with result-oriented solutions. In a cloud-hosted contact center catering to client needs becomes easier because of the customer data and the customer-centric approach.
Everything is carried out without delay and the smooth experience makes the customers happy. The customers can access the agents in many ways and the agents can respond to the clients instantly.
Cloud-based UI can be accessed from all types of PCs and mobile devices – making things easier for the customers. This leads to better customer satisfaction in the long run.
Enhanced Safety, Reduced Risk
In contact centers, regardless of the size and niche, the safety of customer data is of utmost significance. In on-premise setups- the risk of data breach and loss are more. Whereas, in cloud-based setups- such data risks are minimal or almost nonexistent.
Anything that is stored in the cloud is secured with the latest encryption protocols and access is defined by multiple layers of security including passwords. So, the risks of data leak or loss are effectively minimized in the cloud-based setups.
The contact centers cannot overlook the running costs that are incurred per day or month. In a typical on-premise setup – the initial investment and running costs are significant.
The centers need to maintain hardware and networking setup, invest heavily in software licensing as well as the hardware infrastructure, and tie-up with many vendors and service providers to ensure the service keeps running smoothly round the clock.
In a cloud-based setup, fewer hardware devices such as a headset and a computer are required and it is reliant more on the software setup. Of course, speedy and reliable internet connection is required.
The running cost in such cloud setups tends to be lower. The maintenance costs are much lower. The agents may also work remotely from other places or home – if required.
In cloud-based contact centers, most of the operations are run and delivered via the cloud. So, a lot of customer care related tasks can be automated. This is done using the cloud-based software solution.
Owing to the deployment of advanced technologies, chatbots are used to handle basic chat queries. Integrated IVR solutions are used to handle the excess call volume.
Automated call forwarding and routing can be set too. This helps streamline workflow and enhances the quality of service in day to day work. Besides, automation helps in resolving a lot of hurdles and evading delays.
Reduced Workload on the Agents
In a typical on-premise contact center, the agents have to deal with plenty of stuffs-both hardware and software. They need to do a lot more than just answering customer calls. This can prove to be stressful to them-in the long run.
In cloud-based setups, the agents get able to manage their tasks in a better way. They do not have to bother about hardware much and most of the work is done through cloud-based software solutions.
This keeps the employees in good spirit and the attrition rate goes down too. The quality of teamwork also gets a boost in the long run because of the easily manageable solution.
In a contact center, the agents have to multi-task to meet the customer needs. They have to answer incoming calls, access stored customer data, answer live chat sessions and handle emails too.
When a cloud-based solution is in place, managing and monitoring so many tasks at the same time becomes easier for the employees. Everything can be done using a cloud-based UI in a smooth manner.
Time-saving for Both Parties
When a customer calls up a contact center or uses chat or other means to reach an agent, he/she seeks a fast solution to the issue. The agents also want to wrap each customer case fast. In a cloud-based setup – saving time in handling each case is easier.
The customers can access the cloud-based software using any device or PC, anytime. The agents can also address all types of customer needs from one centralized UI and switching between various modes is also seamless. So, both parties end up saving a lot of time.
Better Facilities and Features
In cloud-based contact centers, operations run on web-based apps. The service providers or vendors keep updating these solutions with security patches and new versions from time to time.
These ensure the contact center staff can avail of new features and cater to customer needs more efficiently with time. It improves brand image and level of customer service.
Summing It Up
So, switching to a cloud-based setup brings contact centers multiple benefits. Some of these benefits can be felt immediately while there are others that can be perceived in the long run. These are also applicable to contact centers of varying sizes, catering to multiple client segments.