Any company trying to set up and run a call centre, big or small, knows that it can be a complicated and expensive business.
The number of IT experts you need to cover everything from server and hardware installation, management of software and networks and much more makes it difficult and price to maintain. Not to mention the cost of storage of hardware, and the troubles that can come with upgrading all the various pieces of kit. In years gone by a cloud solution simply wasn’t possible, but now it is.
Virtual call centre software hosted in cloud takes away a lot of the pain of managing the technical aspects of a call centre and so many companies are no looking to this as their next solution. The benefits of doing this almost speak for themselves but here a few examples of why it might be worth making the change for your business.
There is no investment needed to switch over
Upgrades and changes to call centre software and hardware can be quite prohibitive for a company. Projects like this require a lot of planning and investment. Cloud based software like virtual pbx simply does not need this. If you have a decent internet connection you can get up and running very quickly and easily, there is no upfront costs for servers or installation. You simply pay by user and month and control it all via an online user interface from configuration of the switch board, to the set up of users.
This makes switching to a cloud service much quicker and easier, and when it comes time to upgrade your company will not have to worry about it as it will all happen at the cloud end.
Instant access to a large number of features
Because the software is hosted online, it is so much more accessible, and the best software integrates easily with mobile phones. You also get the best of modern technology from sending virtual faxes to automatic redials, international calling and Call Me Back options. You can also carry out telemarketing surveys, undertake call monitoring and track analytics quickly and easily.
Day to day call centre management is easier
The user interfaces give a much greater degree of control over the set up of the call centre, allowing call centre managers to react very quickly to changing conditions on the call centre floor. Whether that is managing call forwarding, adjusting the IVR and VOIP routing or changing the welcome message, it means being able to deliver a better service to customers.
The costs are as you need for your size call centre
With a virtual service you only actually pay for what you need. The licences can be tailored to the number of users, and the number of lines. The same is true of the extra features and functionality, you just pay as you go for what you need. Combine with the lack of set up investment costs this can make a real difference to operating costs.
Added to this, using cloud software means no need for on premise server rooms, complicated cooling systems or high electricity bills. You can reuse the space for making your business more productive.
Call centre agents spend less time on low value tasks
With all the features easily accessible, then it can make a big difference to the work life of the agents, and allow them to do what they do best – interact with your customers. By removing the complexity of tasks, and reducing the amount of time spent on administration it will allow your teams to be a lot more productive and motivated in their work.
You can take advantage of WebRTC for internet calling, switch to video calls, use the progressive and predictive dialler for outbound and even set up customisable scripts and sync with Google calendar. Making operations much smarter and faster.
To read more on topics like this, check out the business tech category.