Should you move your call center to the cloud?

Should you move your call center to the cloud?

Faith Ocampo Published on January 15, 2016

hand-reaching-out-to-cloud

Cloud solutions allow call centers to be more flexible and agile in meeting customers’ needs, but they also come with considerable risks.

Cloud computing solutions promise call centers a cheaper and more flexible setup that would make their data accessible from anywhere. It s precisely because of this that it has become one of the fastest-growing areas in the customer service sector. According to DMG consulting, the worldwide adoption of cloud-based call center infrastructures has reached 11.1% in August 2015 from only 2.2% in 2008.

hallway-with-cloud-wall-computations-floor

We can expect this figure to grow explosively in the coming years, as more customer service managers seek cloud services to optimize their workforce. Once you integrate cloud solutions into your contact center, things like hardware requirements, software specifications, and agent location will no longer matter. Wherever they are, agents can easily log in to the system using a phone line or their mobile and an Internet connection. This allows for home-based work and creates extra measures to avoid business disruptions.
However, before you go looking for a cloud solutions provider, remember that this technology may not be suitable to your firm. It may be popular, but that doesn t mean it s for everyone. So before you decide to move your contact center to the cloud, here are five questions you should first answer.

1. How much would it cost?

businessman-dropping-coin-into-piggybank

As with any kind of company asset, budget would always be a major consideration. For sure, you ve already spent for your premise-based call center, so how much do you have left? And moreover, can you channel this fund to setting up, maintaining, and eventually upgrading your cloud applications? If money isn t a concern for your firm or if you ve already included it in your firm s spending plan, you can cross it out of this list.

 

2. Does everything have to go into the cloud?

golden-clouds

You have to specify your goals for moving your data and system to the cloud. For example, if it s to allow for work-from-home setups or to enable overseas professionals to be part of your team, you need to prioritize the integration of your workforce management system more than anything else. Depending on your goal for using cloud computing, you need to choose the applications, systems, and data that should go into your cloud platform.

 

3. Who would manage the contact center’s cloud solutions?

bearded-IT-expert-using-tablet-in-server-room

Often, when managers think about moving into the cloud, they forget about the maintenance work it would require. It can be quite a hassle, because you have to build a team with the right skills. This includes IT experts and managers who can thrive in a hybrid office arrangement.

 

4. How safe is it?

clouds-with-padlock

Be prepared to deal with the risks that come with cloud-based systems. If you don t have an in-house team to monitor your cloud setup, for example, you may end up relying on a third-party provider who may not be that familiar with call center processes. Lack of Internet access can also be a risk, especially for your home-based employees. And most importantly, information stored in a virtual location is attractive to cyber criminals, so make sure to implement security solutions and measures that can ward them off.

 

5. Which provider is most suitable for my needs?

cutout-clouds-hanging-from-ceiling

Not all cloud services and applications are created equal. Make sure that your provider is familiar with the customer service setting so that they can optimize your cloud-based setup according to the goals that you want to achieve.

 

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO16 hours ago
Maintaining regular communication with customers can help you earn their trust. This is essential when delivering value-added #CustomerService.

Here are tips to make #CustomerCare even more special for your consumers: https://buff.ly/3xjM2h9

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 day ago
Open Access BPO adopts #DataSecurity solutions and adheres to #InfoSec industry standards to proactively face emerging digital threats.

Ensure frictionless customer journeys through #SmartRedundancy: https://buff.ly/3xitA8E

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO2 days ago
91% of customers use #email every day, which makes it a staple of every brand's #multichannel strategy. As promising as it may be, however, it also has its own limitations.

Find out what these constraints are and how you can deal with them: https://buff.ly/3tCqTNf

#WeSpeakYourLanguage #EmailSupport #CustomerService
Open Access BPO
Open Access BPO3 days ago
Moderating content is the best way to protect online reputation. Before tapping an expert, it's vital to understand your options and the advantages they provide to ensure maximum security and efficiency: https://buff.ly/2QgAXNm

Visit www.openaccessbpo.com for more information about our services.

#WeSpeakYourLanguage #Outsourcing #ContentModeration
Open Access BPO
Open Access BPO5 days ago
Setting the right performance metrics helps your #CustomerService team achieve business goals and scale as you grow. Partner with a qualified #BPO provider for seamless program management: https://buff.ly/3xfhcXl

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 week ago
Consumers turn to #SocialMedia and apps to learn and interact with brands. However, about 60% of online harassment happens on these channels.

Moderate content to keep your online spaces safe for users: https://buff.ly/3wYzqvS

#WeSpeakYourLanguage #ContentModeration
Do NOT follow this link or you will be banned from the site!