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What are the Advantages of a Virtual Call Center

What are the Advantages of a Virtual Call Center

Virtual call center platform is the hottest topic in the world today. Solution providers often replace arguments with general reasoning.

In this article, we’ll look at the most important benefits of cloud services, backed by real data, so you can make your own decision.

The main challenges facing domestic call centers can be expressed in three theses:

1. To improve quality

2. To keep the staff

3. Save on costs.

Very heterogeneous tasks, aren’t they? The uniqueness of cloud technology is that it allows you to solve these tasks. Forrester started talking about even before the pandemic, for example, in 2012, data was published about a study on the use of cloud technology in call centers. So, let’s analyze them in detail.

1. Reducing the Cost of Ownership

“Using cloud technology allows companies to plan their budgets more efficiently.” So write many solution vendors. This is followed by general arguments about the benefits of modernization and the convenience of monthly payments.

Here is the most important data from this article. Cloud technology really can fundamentally change the economic model of your call center. Putting aside all the general reasoning, it can be expressed in just one phrase:

REPLACE CAPITAL EXPENDITURES WITH OPERATING EXPENDITURES

The Investments of U.S. call center operating and capital expenditures in 2014 were frozen. Therefore, each of the five U.S. call centers has had to reduce its capital spending by more than 10%.

A similar situation is observed in some CIS countries. Due to the unstable economic environment and rising exchange rates, long-term investments are frozen. At the same time, companies are trying to reduce operating expenses, while maintaining the ability to quickly redistribute budgets depending on current business tasks. It is the cloud technology that best meets the current economic situation, allowing the development of business without the use of significant investments:

  • Companies can reduce planned investments in upgrading and expanding hardware and software, thereby reducing capital expenditures
  • Application of the pay-as-you-go model helps to optimize significantly operating costs
  • Reducing financial risks related to the launch of new services, expansion of existing services, or relocation of employees, that affect the current business plans of the company
  • Possibility of prompt response to changes of business tasks (including reduction of planned indicators) without the necessity to be “held hostage” by long-term plans, forcing to justify large investments made.

VoIPTime Cloud solution has an open and flexible pricing system. You pay only for user subscriptions and telephony services you use.

2. Fast Implementation

Think back to how much time you had to make changes in your call center?

For example, to add agents, create a new group, or change the IVR menu. We’re not even talking about a more complex task, such as introducing a new solution. Most often it requires a lot of preparatory work, coordination with IT specialists and the staff of the company of system integrator.

The use of cloud call center technology helps to significantly reduce the time it takes to make changes. If you compare the implementation of a new service or communication channel on a traditional and cloud platform, the difference in time is impressive.

As a result, the company can respond faster to both increasing and decreasing requests handled by the call center, which increases the flexibility of all departments involved in customer service and sales.

Minimal infrastructure requirements for VoIPTime cloud call center software allow launching new call center processes in a short time with less staff. Risks, time, and cost of commissioning are reduced.

3. Expanding Your Business

In a cloud call center, you can add/disable/change new services without the need for financial and time costs. Also, a cloud solution allows you to try out new functionality or a new service and organize a one-time campaign without making significant investments in hardware, software, or personnel. Small and medium-sized call centers (10 to 200 workstations) are the ones that benefit most from cloud technology. On-premise solution providers cannot offer these companies a full-featured, modern solution at a price that would suit the customer.

With a cloud call center, all advanced call center features (IVR, recording, e-mail, call, chat, integration with social networks, mobile applications) are constantly available to you. You can add them depending on your business requirements. There is a substantial gain in responsiveness to business changes!

VoIPTime cloud contact center solution makes it easy, convenient and low-risk to find out if there is demand for new services. Use it only when it brings the most return for your business.

4. Accounting for seasonality

The workload in the Contact Center is heterogeneous. To provide the necessary service level metrics (e.g., 80% of incoming calls are connected within the first 20 seconds), the company has to incur significant costs. These include both capital costs (for additional licenses) and operating costs (for additional staff).

The flexibility in adding/removing operators that a cloud call center provides allows you to accurately account for the current needs of the business. Including load changes caused by seasonal factors, planned business activities, or unforeseen circumstances.

With a cloud solution, you are spared the additional cost of licenses that will not be used for months.

Add to this the very simple terms for connecting operator workstations. You no longer need to gather all operators in one place, paying for space and infrastructure rent. Arrange your staff most optimally, combining traditional call center operators, remote employees in the regions, and even at-home call center agents into a single call center team. With a cloud solution, you no longer have to worry about constantly upgrading your hardware platform. With a cloud solution, you don`t have to worry about constantly upgrading your hardware platform. The call center software provider is responsible for this, just as it is for updating the functionality of the cloud software product. The customer is only responsible for the workstations of the employees.

With a cloud-based contact center, you no longer need to maintain and keep a large, empty office. Use exactly as many agents and only the services that your company needs right now.

5. Continuous Development

An important advantage is the inclusion of technical support and all future updates in the subscription fee. As a result, the company possesses the most modern technologies and improved solutions.

In a traditional call center, an installation of a new software version often becomes a complicated problem. Solving one problem (bugs removal or adding functionality), may create new problems associated with the need to update the hardware and software platform or retraining of staff.

By using a cloud contact center, you are spared the need for these costs. All updates take place on the side of the cloud call center software provider. You are guaranteed to use the most recent and reliable version of the solution.

Cloud call center solutions have a unique advantage that “traditional” solutions do not. It is the constant development of the solution. You are guaranteed to receive all new releases of the solution + new functionality extending the capabilities of the solution. Moreover, new releases of the solution include not only features planned by the company of developers but also added based on user requests.

6. A Cost-Effective Platform

In traditional solutions, companies have to incur high costs to ensure the required reliability indicators of the complex: multiple redundancies of both hardware and software, the availability of dedicated staff.

With a cloud solution, you save a significant portion of the cost of running a call center without compromising reliability metrics. All responsibility and costs for ensuring the specified indicators are borne by the service provider.

You can make significant investments and build many times replicated solutions inside the company, but what does it mean without reliable communication channels? Nothing, except for the already spent and new costs.

Of course, telecom operators can provide Internet (and thus IP-telephony) with a guaranteed quality index. But again for an additional fee, again additional operating costs.

The virtual call center is one of the best cloud solutions available on the global market. Its state-of-the-art approach to facility delivery provides a premium level of service, the best quality of work, and ease of operation.

Conclusion

Cloud call center solution from VoIPTime Cloud is a universal platform for the rapid growth of efficiency of all key departments of the company: marketing, sales, support. The proposed solution helps to organize customer service in the best way: quickly, efficiently, successfully, and cost-effectively.

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