Call centers are a key component of many large organizations, especially those that provide support to their customers. Traditional call centers are extremely costly to implement, with large capital investments and significant IT support required. Additionally, making changes to the system can be time consuming and extremely complicated.
Businesses are always looking for ways to decrease their operational expenses and increase their productivity so they can better serve their customers, and a hosted call center is the answer for today’s businesses.
Whether your company currently utilizes a call center environment, or is looking to implement one in the future as your business grows, moving it to the cloud will significantly reduce your operating costs and increase your business flexibility.
So what are the benefits of moving your call center to the cloud?
- Financial Savings: Minimal upfront costs, reduced maintenance fees, and a “pay as you go” model make it an ideal choice for today’s businesses.
- Flexible Work Options & Virtualization: The ease of provisioning and managing on-site and remote agents, and the ability to use a single central queue which routes calls to agents regardless of their physical location allows for flexibility that was previously unavailable.
- Enhanced Operational Flexibility: The ability to rapidly scale up and down and handle unexpected or fluctuating call volume quickly, without disrupting or changing infrastructure, will change the way your business operates.
- Access to Latest Technologies: Low risk and cost to access cutting edge features e.g. video call centers ensures your business always has the best communications tools available.
- Business Continuity: With hosted architecture, calls are queued and can be re-routed to alternate locations in the case of service disruption. You always have a business back up plan no matter what is thrown your way.
What are the key features of hosted (cloud) call centers, and what are their business benefits?
- Call Recording: Record agents’ calls for training purposes and to improve the customer experience. This also provides you with a record of what was said on a call if there is ever a dispute with a customer or agent.
- Automatic Call Distribution: You decide how you want incoming calls to be routed and the level of importance of each type of call. Route to the appropriate agent based on department, skill level and purpose of the call.
- Call Queues: Organize users, teams and departments by queues. Callers will be routed to the next available agent in the appropriate queue based on the call distribution policy you specify.
- Agent Status Display: See the status of every active agent from the web-based client. See agents who are available, on a call, have an incoming call, or are set to an alternate status. This helps to access call volume levels and agent status.
- Call Center Reporting: Monitor real-time activity, as well as generate in-depth historical data and trends to improve performance and ensure that calls are handled efficiently. You can create customized reports based on your business needs to support unique process and monitoring requirements. Then, use the information to make informed business and staffing decisions.
To learn more about hosted call centers and the positive impact implementing one will have on at your business, please visit www.nextiva.com.