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.
JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO2 days ago
#Gamification claims to lighten stressful jobs, but is this truly helpful in #TechnicalSupport?

Join us as we explore just how effectives this strategy is in the #CallCenter: https://buff.ly/3LU2M6p

----------
We build strategies that empower people and solidify brand loyalty for our partners: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
#EmployeeManagement #EmployeeEngagement
#CustomerExperience
Open Access BPO
Open Access BPO4 days ago
#CustomerService metrics indicate the level of service your brand is capable of providing.
They can also reveal just how effective your strategies are, including your
• staffing
• training
• quality assurance, and
• service/people management.

Metrics are more diagnostic than curative: https://buff.ly/3RiolyQ

----------
Make dismal #CustomerService a thing of the past when you outsource your #CustomerSupport needs: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CallCenterOutsourcing #CallCenters
#CustomerExperience
Open Access BPO
Open Access BPO5 days ago
Customers appreciate brands with #eCommerce websites that have #LiveChatSupport because of its convenience, speed, and humanized interaction.
You need to optimize these 4 features to make your #ChatSupport exceptional: https://buff.ly/3fhVflL

----------
Upgrade #CustomerExperience with our 24/7 multichannel #CustomerSupport solutions: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService #eCommerce
Open Access BPO
Open Access BPO1 week ago
#Repost | Team Allied Services and You:
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 is once again supporting #RyansRun during the TCS New York City Marathon this November.

Ryan's Run is a nonprofit organization and NYC Marathon Charity Partner. This #sponsorship supports #charity healthcare system Allied Services and their goal to improve the lives of people with disabilities, life-changing injuries, and chronic illnesses.

Photo shows Open Access BPO CEO Ben Davidowitz presenting the multilingual #CallCenter's donation to Allied Services' Jim Brogna and Steve Davidowitz.

----------
Open Access BPO is a multilingual call center with locations in both the Philippines and the United States. The company’s Chief Operating Officer, Ben Davidowitz, grew up in Kingston, PA. His brother, Steve, has been part of the charity campaign since its inception in 2010, and will be running the TCS New York City Marathon once again this year as part of Team Allied Services and You. He will be joined by an Open Access BPO employee.

Thank you @openaccessbpo

#openaccessbpo #teamalliedservicesandyou #pinoyrunner
#tcsnycmarathon #partnership #support #WeSpeakYourLanguage
#NYCMarathon2022
Open Access BPO
Open Access BPO1 week ago
Open Access BPO, in partnership with the Philippine Red Cross, is holding a #BloodDonation drive on September 28.

Employees who haven't signed up as #BloodDonors may do so by filling out this form: https://buff.ly/3dvNyI6

𝗦𝗮𝘃𝗲 𝗮 𝗟𝗶𝗳𝗲 𝗕𝗹𝗼𝗼𝗱 𝗗𝗿𝗶𝘃𝗲 𝟮𝟬𝟮𝟮
September 28 | 10:00 AM - 3:00 PM PST
Open Access BPO Makati, Glorietta 2 site lobby

#WeSpeakYourLanguage
#DonateBlood
Open Access BPO
Open Access BPO2 weeks ago
#Gamification works to create healthy competition and camaraderie among your #CallCenter agents while ensuring productivity and high quality support for your customers.

But it only works if done right. Here are several tips you can use to gamify your contact center: https://buff.ly/3dvR6Kt

----------
Ensure high quality support for your customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO