Top 5 Reasons Contact Centers are Moving to the Cloud.
In today’s age, technology is always further advancing on to new and more exciting outlets and opportunities. Businesses are finding themselves connecting to things such as social media sites and other online networking sites to promote their products and services. Corporations such as call centers are now going virtual, hosting all of their products in the cloud to be available to you. Why would business owners and CEO’s want to host a virtual call center? The answer is simple. Virtual call centers provide more support, more customer interaction and provide more productivity than normal in-office call centers. Lets look at some of the reasons why businesses and contact centers are making their way to the cloud.
1- Decrease in cost
Virtual Call Centers based in the cloud diminish your costs and increase your profits. This is because you as a boss, manager, or CEO don’t have to worry about high equipment costs or maintenance. By hosting remote agents in the cloud, you can assure that all agents have what they need with a simple headset and computer. Not to mention that since your remote agents will be working from their own locations you won’t have to worry about loss of productivity during software upgrades or downtime. As an established business owner, you want to make sure that you maintain high productivity rates at all times. Having your agents work remotely benefits both you, them, and your productivity rates all at the same time. You worry less about your agents taking sick and vacation days while your agents work from a location of their choosing, raising the comfort bar for them and boosting your productivity.
2- Scalability/Flexibility
With your agents working remotely, they can have calls transferred to any phone line they choose whether it be a home phone, cell phone, etc. Managers can quietly “listen in” to one of their agent’s calls and observe the agent to lead interactions that are taking place. This can be used to fix any problem areas that may be going on or bridge any communication gaps. Calls can be transferred and assigned easily to agents. Agents can also be assigned to multiple campaigns at the same time. With 3CLogic’s virtual call center platform, tools such as scripting are available to managers and agents to enhance performance and efficiency. Use the softwares tools to scale your business size to your current business demands. Easily scale your contact center larger or smaller with these flexible tools to fit your needs. 3CLogic’s virtual call center software’s state-of-the art dashboard gives real time insight into your contact center operations while historical reports supply data for in-depth analysis.
3- Call Tools
With 3Clogic’s Virtual Call Center software you can more efficiently reach and interact with your customers by using tools such as VoIP Call Blast, predictive dialing, and inbound and outbound calling features. Use the VoIP Call Blast tool to send out a pre-recorded message of your choice to thousands of contacts at one time. With this tool, you can easily access the online reports and analysis of your online campaign. The process is easy and fast for you to do. It’s as simple as, recording your message, uploading your numbers, and sending them out at your times of choosing. In the business world, time is money. With 3Clogic’s predictive dialing features, you can ensure your time will be used wisely. The predictive dialing tool eliminates manual dialing and skips over all bad numbers and voice mails. Only direct calls with real customers on the other end will be connected to your agents saving time, and boosting sales.
4- ROI- Return of Investments
You can easily adjust your pricing to cater to each business’ budget. 3CLogic’s software also offers flexible pricing options. Pay for what you need as you go, without any huge upfront capital investments. Eliminate the worry of large down payments, or a down payment at all. With this 3CLogic software, you pay as you go on a monthly basis.Pay for only the services you need and use, no extra charges or hidden fees. Administer the software’s scalability tools to increase or decrease in volume as and when required by business.
5- Fast set up times
With most in-office call centers, it can take months to set up a call center. You have to hire the agents, make the schedules, buy the software, and set up the cubicles. You also have to make sure everything is up and running before you start making any profit. With 3CLogic’s Virtual Call Center in the Cloud, you can deploy your call center and start doing business within a few hours. This will take your productivity rates to new levels and make you a threat to your competitors by being efficient and in tune with your customer’s needs.
Cloud computing is good for the companies who can’t afford hardware/software resources at large scale or they want to use it for very limited period of time. It gives them more flexibility to explore new option and take more risk with less investment.
The real concern of cloud computing is downtime and security. In last year Sep, gmail was down for couple of hours and it’s created mayhem!