By the end of 2020, over 80 percent of employee workloads will be on the cloud, Forbes reports. If your business’ communications haven’t made the migration yet, it’s time for a change.
Migrating to call center software offers a number of benefits for businesses in any industry. Here are five.
1. Reduce Costs
Cloud call center migration can save businesses money in a variety of ways. To start, it reduces the amount of manpower needed to answer calls and deal with customer issues. It reduces the amount of technology needed. It also streamlines communication, which can help increase the first-call resolution rate. Happier customers mean less money and time wasted on even more calls to reach a solution.
2. Multi-Channel Communications
If your business is managing its communications internally, it can be difficult to balance and integrate the many channels your customers are reaching you on. But with cloud call center migration, every channel is covered. From chats on your website to traditional phone calls, each contact is managed, recorded, and analyzed. Contact center KPIs are important to keep business running at its best.
Plus, if you ever decide to add channels of communication, like an app or text messages sent to your customers, you can add these without investing in new tech or increasing your agent workload. Your call center software is customized to suit both your business needs and the needs of your customers.
3. Improve Customer Experience
The customer experience is the ultimate goal of any business, but if you’re still using an inbound contact center, you aren’t doing all that you can to improve that experience. With inbound call centers, customers may be left waiting on hold when lines are busy. When they finally do get through, they’re at the mercy of a stressed, overloaded agent. If you’re using menus to reduce the number of calls on hold, your customers may wind up frustrated with having to jump through so many hoops just to get answers to their questions.
Cloud call center migration solves these problems. Customers get the help they need, when they need it, without holds or other delays.
4. Give Employees a Better Set of Tools
It’s not just your customers or your business’ bottom line that can benefit from migrating to the cloud. Your employees will benefit as well. You’ll be equipping them with tools that make their job easier. They won’t need to worry about complicated customer interactions. This means more time to focus on other areas of their job.
5. Adjust Your Call Center as Your Needs Change
If you’re tied to an inbound call center, scaling your business up or down can be a challenge. For instance, you might decide to grow your business with a new line of products. You’ll hire new agents and invest in new tech to take on an increase in customer service calls. If that product line doesn’t turn the profits you were hoping for, you might decide to scale back. You’ll be left with the tech you already invested in and employees that will need to be let go.
Cloud call centers make it simple to scale up or down. You won’t need to make any changes or invest in any new supplies to take on an influx of customer calls. And if you start to receive fewer, you can simply scale back.
Making the Migration to the Cloud
Making the migration to a cloud-based call center can be intimidating. But by doing so, you’ll enjoy tons of benefits, like cost-savings, ease of scalability, better-equipped employees and multi-channel communications.