Recent advances in technology have made it worthwhile to improve the call center, especially for those tasked with ensuring an efficiently run workplace while maintaining staff morale. For those leaders, harnessing the cloud for the benefit of the workplace makes perfect sense.
Here are four compelling reasons why making the switch to cloud-based call center software is the best choice.
Improve Flexibility and Scalability
In most call centers, the operation load depends on the number of contracts being fulfilled. This often results in demand fluctuations, which in turn impacts the size of call center staff. With cloud-based call center software, call centers can easily adapt to their immediate needs, resulting in improved efficiency and overall performance.
Cloud-based call center software offers exceptional flexibility when it comes to retaining staff, even if they travel to or reside in remote locations. For instance, employees can use the software to work from home or while visiting another location. With the right software, call agents can receive, place, and transfer calls as if they were physically present in the office.
Streamline Personnel and Equipment-Related Costs
It takes a lot of effort and capital to operate a premise-based call center, especially since it requires specialized hardware and a capable IT team to manage it all. The average PBX-based call center can prove difficult to manage at an efficient cost, which makes the idea of cloud-based call center software an intriguing alternative.
There are plenty of ways that cloud-based call center software can reduce operational overheads. For starters, the software sits within the cloud, eliminating the need for onsite equipment. With the hardware taken out of the equation, it becomes easier to re-evaluate IT personnel requirements.
As the state of telephony changes, so does telephony law. Staying abreast of the latest changes can prove a daunting task even to the most seasoned of experts. This is where cloud-based call center software comes into its own. Not only does it offer a flexible platform that accommodates ever-changing compliance needs, but it also offers a number of innovative features to help agents and team leaders maintain compliance:
- Call Recording – This feature allows calls to be recorded. Active recordings can be paused to satisfy compliance requirements.
- Manual Dial-Only – This prevents “predictive dialing,” requiring call agents to dial numbers using separate servers and call engines.
- Cell Phone Scrub – It detects cell phones and ported numbers, preventing call agents from calling those numbers.
Experienced call agents rely on their sharp problem-solving skills to quickly and effectively deal with problems on the fly. However, the conventional methods used to monitor call agent performance can easily get in the way, making it harder for agents to respond to unusual circumstances and challenges that pop up every so often.
In contrast, the latest in cloud-based call center software gives agents the flexibility they need to handle unexpected call scenarios. With the help of intelligent call-monitoring features, agents can remain productive and interface with customers in a positive manner–without falling into the monotonous role that many associate with call center personnel. Most importantly, this software gives team leaders the tools needed to build and maintain morale.
Contact us today to learn more about eXemplify’s state-of-the-art call center solutions or to speak with one of our Cloud Strategy Consultants.