August 28, 2012
Still Cautious About a Cloud Call Center? What You Need to Know Now
Call center managers are increasingly turning to the cloud to gain that selective competitive edge and stay a few steps ahead of the pack. While the benefits are well-known and plenty, many managers are cautious to bring their call centers to the sky simply because the cloud is often thought of as a complex and long-term project. It’s not so much why you should move to the cloud, but more so “How do I move to the cloud?”
When it comes to actually making the transition to the cloud, many may be surprised to know that the problems or pitfalls they encounter mid- or post-deployment are not as a result of the cloud technology itself, but rather in the very first – and most critical – developmental stage of the process; choosing the right provider. It all begins with the day you stumble upon a provider who looks reliable or has a seemingly trusted name.
Remember that not every cloud call center works the same – and for a good reason. This is so that every business’ specific requirements can be met in a unique and custom-fit way. You wouldn’t want to wear a size six shoe because that’s the only type made available, would you? Rather, you desire one which is tailored to your exact needs.
Here are three vital things to check off your list before sealing the cloud call center deal:
1.) Does your cloud-based call center software provider offer you staffing flexibility?
It’s simply undeniable that the number of incoming calls outweigh the number of agents in your call center. While managing your call centers service, one of your top priorities is to rest assured that every customer’s voice is being heard. While cloud call center software boasts the ability to be geographically transparent by working virtually anywhere at any time, be sure to check that the vendor’s cloud solutions are up-to-speed and are strong enough to support a remote workforce. Red flags to look out for include needing to purchase licenses for permitting at-home or off-site workers, as the cloud makes it easy and simple to work from home without these excess needs – all while managers continue to listen, monitor and record employee calls while tracking their metrics in real-time. Don’t fall for any tricks, remember that actions speak louder than words. Another great way to confidently deploy a cloud call center solution is to work within a free trial of the software.
2.) Do they promote business agility?
Jot down some notes beforehand detailing your expectations, estimations and predictions with cloud-based software – encompassing target and reach – and then see how it measures up. Upon deploying your cloud-based call center software, take a step back and observe the current state of your business. Have you been able to create and enjoy a more sturdy, agile and flexible call center? Have you found routing calls to be easier, stay the same, or become even more difficult? Usually, this will be no problem, as cloud-based call centers manage calls in a single automated call distributor via the cloud, where the next call is not routed until someone is physically present and ready to take it.
3.) Can this improve business continuity?
The cloud gets such a good rep from being able to withstand almost any natural disaster – flood, hurricane, even power outage. “The cloud-based call center solution doesn’t waver if your site loses power, or if you’ve got three feet of water in the building,” says this recent EVOLVE blog. “The call center still has the call and can route it to anybody, anywhere.” Be sure that your cloud call center incorporates multiple call paths built from both a physicality perspective as well as in the application layer. This way, your calls will always be delivered, and you can gain a peace of mind.
Developed to target the issues associated with traditional call center platforms including high costs, unreliability/scalability, complexity and lack of security, cloud-based call center software provider 3CLogic (News - Alert) has been a frontrunner in the cloud call center industry for years. The company provides a turnkey call center system designed to fully integrate with a customer’s existing CRM system, serving as a self-described “one-stop shop for all cloud-based call center needs.”
To check out how 3CLogic can transform your traditional call center with the cloud, click here.
Want to learn more about cloud communications? Then be sure to attend Cloud Communications Expo, collocated with ITEXPO West 2012 taking place Oct 2-5, in Austin, TX. Stay in touch with everything happening at Cloud Communications Expo. Follow us on Twitter.
Edited by Jamie Epstein