Cloud-based contact centers are on-site systems which manage all customer concerns, from calls to online channels, in behalf of the company by providing exclusive information and assistance to clients who avail an actual company product and service. These systems provide services remotely to businesses by a monthly subscription contract. A cloud-based contact center is composed of both physical and virtual resources which includes computer-telephony integration and customer service representatives.
According to evolveip.net, business executives are considering the cloud centers to gain benefits that help make better staffing decisions. A descriptive prediction made by Forbes.com last 2016 said that cloud investment, while apparently loaded with the expense of equipment purchases, can cut-off costs without sacrificing functionality and would lead to total adaptation in 2017 beyond. Cloud- based contact center enables maximum utilization of agents and is more scalable depending on the seasonality and growth.
Business continuity is necessary to protect your personnel and your assets in times of risk and power outage. In sales, a call unanswered is a business loss. Planning disaster recovery strategies and back-up accounts is extremely profit-risk without an exact science. This has also been supported by the research of Paul Stockford, a Chief Analyst and Gina Clarkin, a Market solutions Manager in their paper for Interactive Intelligence entitled “The Truth about the Cloud in Small Contact Centers”, that one of the most important factors why most corporations move to Cloud-based contact centers is its disaster recovery feature aside from easy management and low supervision of maintenance.
What is a Cloud-Based Contact Center and how does it Work?
A cloud-based contact center works just like how an in-house contact center does, except that operates using a monthly subscription module. It is a remote service that places a number of agents at your engagement, thus giving you the power to address customer needs and requests. Without having to add to your overhead and operating expenses, you will be able to ensure that calls are always answered, requests are always processed, and consumer satisfaction is achieved.
Your contact agents are your frontliners when it comes to building profitable relationships with your target market. With a cloud-based center, you will be able to work with outstanding business representatives who will help you take care of your customers. Agents will also be properly trained to handle even the most stressful situations and to properly route concerns to the people who can handle them best.
Choosing the right data security provider is not an easy trade, by assessing all your company’s needs and concerns for your employee and client protection you will have to create an order of priorities to match or pair with the provider, it is necessary that you pick type that specializes on your most concern. Opt for the utmost protection offered by your prospects in data security.
Consider the following as enumerated by digitalguardian.com:
- Type of Data – Protection for the most critical data of your company and confidentiality of your clients and employees.
- Service level agreement – Addressing all concerns and specified services for each, both parties need to have clear expectations upon agreement and contract signing.
- Unique requirements – unique identification and processes tailored for your company security and product management.
- Reputation – successful integration in different platforms and has existing portfolio of partnerships and feedbacks.
- Reports – generating comprehensive reports that points out corporate difficulties and strengths.
Customer care is dynamic and multi-channeled, it is important that you acquire the necessary infrastructure that will empower you to ensure consumer satisfaction and make way for speedy action on customer reactions.
The cloud-based contact centers provide better experience for customers especially for those who want to avail faster services from billing statements, chat support, online transactions and the like. These centers can provide both time and cost efficiency which is a competitive factor in the e-market. Businesses, from small scale to large scale, create a different gameplay against their competitors when they provide customer service centers that are fully operational and interactive at any given time.
Avoid technological hurdles and become and E-Leader, Infinit Contact offers these wide array of technological advances that cater all kinds of businesses and create strong partnerships with clients that promote process optimization, latest operational techniques and applications and offers consultancy services to provide the finest performance from the outsourced functions.
How will your Business Benefit from a Cloud-Based Contact Center?
Investing on this solution will help you from continuously using your assets and save up a higher percentage on quantity and quality. Since the center will not be in-house, you will be able to maintain your current operation process while ensuring that your clients are well taken care of.
- Lower Business Overhead
All hardware value and capacity, improves over time and it requires you to invest on a lot of spare parts to continuously connect with your consumers. It takes time and tracking the best units for the best service costs a risky outlay. Choosing a cloud-based contact center will free you from this burden as your partner will not only keep your hardware on the top-of-the-line but will also take care of your business, all of these are met only by paying a monthly subscription.
- Better Scalability Depending on Demand
There will always be a peak season for your business; this means you may need extra personnel or cut-off their number depending on the figure of your consumers’ demand monthly or per quarter, thus, additional employment branches out the need for space, more expenses and the list goes on. A cloud-based contact center facilitates this cycle and keeps you away from adding more staff to your current pool since subscriptions usually works on a per-contact basis, you will only need to cover expenses for the calls that you receive.
- 24/7 Service
Consumer queries and concerns come in all the time. This means round the clock standby for your system, which is expected to work even there could be power interruption, and for your pool of personnel in order to receive and address the needs of your callers without the apprehension of unforeseen circumstances. Investing on a cloud-based contact center frees you from this task as your partner will provide of a technological solution that will continue to accept calls and deliver solutions no matter what day or what time it is.
We’ve Got Your Back!
As a front liner in providing consumer engagement services, Infinit Contact offers the right options that deliver results and bring endless opportunities for you and your business. It has the best technological tools that integrate the necessary features for consumer relations and business growth. Leverage on the latest trends and harness the power of technology in taking care of your clientele with INFINIT Contact’s outsourcing solutions.
Find out here how Infinit Contact can help you grow your business.