Over the last year, the number of customers experiencing problems with organisations has increased from 12.8 percent to 14.3 percent. These organisations are now looking for ways to improve the quality of their customer service while simultaneously increasing their bottom lines.
One way larger companies can achieve this is by investing in a cloud contact centre. This solution helps to address the growing needs of the modern customer, who expects multiple communication channels to choose from.
However, it’s worth taking a look at all your contact centre options — hybrid, cloud-based and on-premise — before deciding on the most suitable for your enterprise.
Here’s a call centre that's physically located on the site of the organisation in question. All the hardware and software is stored and maintained on the premises, and typically either owned or leased by the business. Usually, this model also requires you to employ IT specialists to install, manage and maintain all the relevant hardware and software.
Cloud-Based Contact Centres
A cloud-based call centre is hosted via an internet server, which doesn't have to be located at the organisation’s premises.
It empowers businesses to handle both inbound and outbound customer communications via a variety of channels, including SMS messages, emails, instant chat, social media and voice calls.
Such a solution can help companies improve the quality of their customer service and boost their bottom line. Here’s how:
Cloud-based contact centres are cheaper solutions because they don't require you to purchase hardware or hire an entire IT department to run it.
If a company is spending less on its infrastructure, it can focus its expenditure on other money-making investments.
An organisation can also operate more flexibly, adding or removing functions as they need them. Using cloud-based software even facilitates remote working, which again, reduces overheads.
Providing customers with multiple communication channels increases the likelihood of meeting their needs and lifestyle. Not to mention, it's an effortless way of providing customers with greater satisfaction. It goes without saying, happy customers = customer retention = more sales = more revenue.
The Latest Technology
Using cloud call centre software ensures you always have access to the newest technology, such as AI, call routing and automatic call transcripts.
Using multichannel communication tools allows customer service teams to manage calls (and other forms of contact) faster and more efficiently. Utilising analytics also enables companies to pinpoint performance issues in real-time and make the necessary improvements.
A Hybrid Solution
A hybrid call centre is a combination of cloud-based and on-premise contact centre hardware and software. For example, a company may buy cloud-based communications software but still use its own in-house telephony and computers. They'll then integrate both their cloud-based and on-premise platforms to work alongside each other. This provided enterprises with all the perks of cloud-based flexibility and add-ons like call recording, analytics and reporting functions, and the extra security that comes with an on-premise solution.
All in All
Any business that's serious about its bottom line cannot underestimate the value of efficient and effective customer service. Finding and using the right call centre solution only enhances a company’s performance, customer retention and, ultimately, its profits.