7 Advantages Of Using Cloud Contact Centres

Cloud contact centre

Using the cloud to house contact solutions is becoming a major trend for the future of omnichannel customer communication. This year we’ll see a boom in cloud contact implementation across multiple industries thanks to the prolific channels customers now reach out from. With this on the horizon, we wanted to pinpoint some major advantages of relying on that which we cannot see (the cloud).

1. Saves Money

Investing in cloud contact centre technology can save a pile of money mostly because it avoids upfront capital investment but also reduces the reliance on renting physical spaces to house call centres and service agents. It also grants total control over extra costs like training and putting funds into trialling new products — especially in unfamiliar markets.

2. International exposure

Setting up shop remotely can open up the world to businesses confined to one geographical location. While the outsourcing of contact centres is on the decline due to customer complaints regarding language barriers and mediocre training, allowing agents to work from home anywhere in the world can reduce rent costs. This provides extra funding for training these employees more intensively and improving technology to meet customer demands.

3. Employee morale

On a personal note, working remotely via virtual contact centres can help boost employee morale by both providing flexibility and helping them achieve a better work/life balance.

4. Consolidate data

The cloud is scalable, meaning it grows with business demands. Instead of the additional cost associated with buying hardware, cloud helps companies compartmentalise and manage data across multiple platforms instead of sifting through on-site applications.

5. Centralised platform

Using this type of contact centre means using a singular platform which becomes the central point of inbound and outbound customer communication for a company. Think of it as a central station, customer requests move in and out but the currency or in this case, data they produce plugs into one place making it easier to oversee and fix problems before they get too out of hand.

6. Less Hardware

In this case, everything is achieved using a server, which means adding on more hardware is not required. The benefit of this means not waiting months for installation, not to mention the additional time and money put towards training agents to use new systems.

7. Call Routing

We’ve saved the best for last, with calls becoming a major source of valuable customer data, managing the flow of customer requests coming into a contact centre means not leaving anyone behind — like we’ve seen before with outsourcing contact centres, bad customer service does more damage than anything else. Call routing is an integrative technology welcomed by the cloud and can manage a large influx of callers by prioritising based on context. Customers are sent to the agents that can better meet their expectations instead of being kept on hold or lost in an IVR abyss.

Learn more about call routing here!

A Few Ways Technology Can Ease Caller Complaints

complaint handling

I was on the phone with a mobile carrier recently concerning a serious problem that needed addressing, the company in question had made a massive error with my service. I was inconvenienced, frustrated and needed the problem resolved. My complaint required some efficient handling. Instead, I was sent through an IVR labyrinth tempered with clueless representatives. For an hour I listened to Stevie Nicks crooning between agent conversations. By the end, I was more inconvenienced, frustrated and worst of all, they had ruined Fleetwood Mac for me forever.

As a customer, there is a certain amount of confidence we feel after an agreement is made and our hard earned money is exchanged with an enterprise. That agreement being – I gave you money, you give me good service when I take the time to call. Negative feedback is a weapon we wield ferociously when things go downhill.  Complaint handling is a process many companies struggle to perfect yet it is vital in this age of digital transformation. More than ever the customer is king and personalisation is a necessity for success. What it takes is a balance between human interaction and savvy technology. Also, zero IVR. Here’s how.

Digital transformation

Sometimes its okay to let go of legacy systems. Today’s callers expect a technically convenient but personal experience at the other end of the line. They have a complaint but they don’t want to wait to speak to someone and they are arriving from multiple channels. According to McKinsey, “three-quarters of online customers said they expected help within five minutes, have used comparison services for consumer goods and trusted online reviews as much as personal recommendations.”

Huntswood notes that 61% of customers want their complaints handled via email, while 28% rely on the phone. Tackling complaints with a multi-channel approach might be the best way to make everyone happy and using technology to manage this diverse data is the way forward. Customer-facing companies need to get radical to catch up and implementation isn’t that difficult.

Kill the IVR!

Interactive voice response was once a useful tool for call centres, agents were free to personally handle calls that they considered higher value while automating the rest with voice bots. “There was just one problem – customers didn’t like IVR,” writes Call Centre Helper. From the customer standpoint, an IVR involves being stuck in a queue for a long period of time.

If customers have complaints, streamlining their path to a solution is the quickest way to snuff out the flames, making them wait won’t help. Killing the IVR isn’t a literal action, its a transformation. Taking the principles of IVR like; faster response times, prioritisation and higher call volumes while creating an intelligent system that incorporates the needs of both agent and customer is ideal.

Call routing

One feature that can be optimised for a smooth agent and customer experience is call routing. This call distributor uses criteria, usually collected via a digital profiling system, that sends calls to the right agents based on this information. Once the caller arrives at their destination, the agent also has the relevant data to start the conversation on the right foot, preventing the frustration a customer feels when they have to repeat themselves.

Complaints are relevant to brand growth but how you handle them is vital to brand reputation and especially longevity.  

Need a change to your communication strategy?

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Via: Call Centre Helper, McKinsey, Huntswood.