There are many misconceptions about the modern call center. Most people perceive call centers as large call floors with expensive infrastructure and rows upon rows of cubicles. In reality, the present-day call center refers to a group of features that are geared toward managing call flow, increasing efficiency, and software integration. Cloud communications has eliminated the need for expensive hardware. Now businesses of all sizes can use the same feature set that has long been reserved for large enterprises for a fraction of the cost.
A Call Center in the Cloud will save you Money
In the past, call centers were huge capital investments that required a large floor space. Making updates to a call center was a frequent expenditure. By leveraging the power of cloud communications, companies can now turn over the maintenance and system upgrades to their service providers, such as Nextiva. Soft phones, such as the Nextiva App, are a great tool to increase mobility and lower hardware costs. These applications can be downloaded to a variety of devices and used in lieu of desk phones to make and receive calls. This feature is becoming increasingly popular with SMB’s as no additional equipment is necessary.
Technical support can run diagnostics virtually. They can access your call center system remotely and take care of any unforeseen problems. There is no longer a need to hire a third-party contractor to come out to your call center location and fix phone issues.
SMB’s Call Center Features
While all call center features have their benefits, the three below will significantly improve your call center efficiency and productivity.
- Call Center Reporting– Call center reporting allows for real-time monitoring of call volume, agent performance, and key metrics such as abandoned calls and service levels. It generates in-depth reports that can be analyzed to improve agent and overall call center performance. SMBs are able to generate a variety of reports that accurately predict call flow for more efficient staffing. This simultaneously improves customer service levels while saving the company money.
- Call Queues– Call Queues allow businesses to route calls to the appropriate department, team, or individual. This reduces the amount of time wasted from transferring calls and will help your customers get the help they need from agents with the appropriate skill set.
- Business Integration- Cloud-based call centers allow SMBs to integrate their various business tools together to create one powerful platform. These third-party applications, such as CRM software, can transfer data seamlessly between the different tools and enable click-to-call functionality.