A cloud call centre gives your business the ability to take customer calls and handle customer interactions entirely online via a web-accessible platform. With call centre technology accessed from virtually anywhere in the world, your business will no longer require expensive, maintenance-intensive physical infrastructure.
With all the benefits associated with this technology clear, you’ll likely want an understanding of the steps involved in setting up a Cloud Call Centre for your business. Luckily, we’ve put together the simple, step-by-step guide below.
The Benefits of Creating a Cloud Call Centre
Before you learn how to create a cloud call centre, you should learn more about the incredible benefits that they have to offer.
Creating a cloud call centre is cost-effective. There are few upfront costs, and there is no need to invest in infrastructure as you would with an on-premises solution.
Enhanced Customer Experience
The improved contact centre functionality of cloud call centres, including multi-channel capability, superior automatic call directing and the ability to automatically find and share notes on customers makes the work of agents easier. That means you can focus on improving the experience, rather than the system.
Much Improved Disaster Recovery
Data is held off-site, so there is no danger of critical and sensitive data being lost in the event of a workplace disaster.
Scalability and Ease of Upgrade
The lack of hardware and expensive infrastructure means it is easy and inexpensive to scale up and down and upgrade your call centre based on requirements. The only constant in business is change, and having assets that can respond to these changes could be crucial in saving you form either overcapitalisation or missing opportunities for growth.
Freedom and Flexibility
A cloud call centre gives your geographic freedom. You can have employees taking calls and communications from all over the world while still offering customers the sense of a singular, large-scale workplace. The freedom also extends to the business itself, you can pack up and move and connect the same cloud at your new address, and even maintain connectivity in between.
Now, Here Are The 5 Steps To Keep In Mind
Here are top 5 things to keep in mind as you go about arming your business with a cloud call centre.
1. Analyse Your Existing Call Centre and Business Drivers
These are two crucial factors in ensuring you end up with the perfect solution for your needs. Consider what you currently support (for example, SMS, social media, email and self-help), and then identify areas for improvement. You then need to analyse your drivers. This means predicting what channels you need to add to your business in order to meet future demands and remain profitable. You also need to look at what your competitors are using, and how they are using cloud call centres to their advantage.
2. Identify Gaps and Find Technology to Fill Those Gaps
If you have an on-premises system, it’s essential that you analyse the gaps. Then, ensure you are finding technology that will address these gaps. Remember, the ultimate goal is seamless customer service. The success of your investment will live and die by this metric. So, make sure everything from the routing to the reporting to the workforce required to operate the system is all in line with your customer service goals.
3. Create a Roadmap for Implementation
You need to create a development and operations team that will can generate a roadmap that will lead to a successful implementation. This roadmap will ensure that your ideas are executed and all your measurable objectives, such as efficiency and productivity, are satisfied.
4. Find the Software You Need
You need to find the software that will deliver on all your measurable objectives. That means discovering software with all the features you need, including ACD, IVR, CTI, predictive dialling, multimedia recording and administrative tools. Most importantly, all these tools need to be packaged in a user-friendly interface in the form of an all-in-one virtual suite.
5. Enlist the Right Partner
Finding the right partner is essential. They need to understand your roadmap, and most importantly, they need the capability to deliver on your objectives. The right partner will be able to set up your cloud contact centre quickly and with minimal disruption to your business. Most importantly, you need a partner that offers the support you need for such a valuable asset, this support should include automatic updates, free maintenance (including upgrades) and the capability to grow with your business and ensure you always have what you need on hand.
CX CLOUD® is a leading provider of customer experience technology. We are powered by the global leader in cloud solutions: Enghouse Interactive. Using any form of digital or voice communication, our solution helps customer experience teams become more productive, creating more time for all-important proactive customer engagement.