There was a time when businesses have to set up inbound and outbound call centers to deliver customer service and drive sales. In addition to recruiting skilled inbound and outbound agents, the businesses have to integrate a variety of hardware and software – a secured local area network (LAN), computerized work stations, outbound dialers, automatic call distributors (ACDs), Intelligent Voice Recognition (IVR), call recording systems and computer telephony integration (CTI).
But cloud computing enables modern businesses to set up and run call center efficiently without investing in any specific equipment. The cloud-hosted call center solutions enable businesses to automate and expedite inbound and outbound calling by availing the required call center solutions and computing resources based on pay-as-you-use plans. A number of studies suggest that most businesses these days prefer cloud-hosted call centers to on-premise call centers.
Unlike on-premise call centers, hosted call centers run on an offsite IT infrastructure provided and managed by the cloud service providers. Hence, it becomes easier for enterprises to reduce upfront and ongoing infrastructure cost by eliminating the need to purchase, upgrade, and maintain various equipment. The businesses can further use specific hosted call center solutions to deliver customer service efficiently and run multiple campaigns successfully. There are also a number of reasons why enterprises opt for hosted call centers instead of setting up on-premise call centers.
1. Avail Various Solutions and Services on Demand
The cloud service providers allow businesses to manage inbound and outbound calls efficiently by availing the required solutions and services on demand. For instance, a business can expedite outbound calls by using sophisticated auto dialers or predictive dialers hosted in the cloud. Likewise, the business can automate customer service delivery by leveraging cloud-hosted interactive voice response (IVR) solutions. At the same time, businesses can improve customer service delivery using virtual phone numbers and toll-free phone numbers. A business can further access all these call center solutions and services over the internet based on a pay-as-you-use plan.
2. Run Multiple Marketing Campaigns Efficiently
The cloud-hosted outbound call centers like autodialers and predictive dialers help businesses to run multiple marketing campaigns efficiently and simultaneously. In addition to dialing telephone number automatically, the auto-dialers have the capability to detect busy tones, unanswered calls, disconnected calls, voice mails, and answering machines intelligently. They transfer only answered calls to a variety of devices – office phones, softphones, and smartphones. Hence, it becomes easier for agents to interact with more customers and leads in a short amount of time. The cloud-hosted auto dialers further boost marketing campaigns by providing robust features like time zone management, contact list management, CRM integration, call transfer options, and CRM integration.
3. Automate Customer Service Delivery
The customers these days call a business for many purposes. Many customers even call a business before purchasing a product or carrying out a financial transaction. Unlike conventional inbound call center solutions, hosted interactive voice response (IVR) solutions enable customers to avail information or solve problems by providing multiple self-service options. The customers still have the option to interact with a live agent by pressing the appropriate keys. With more and more customers using self-service options, it becomes easier for businesses to use hosted IVR solutions to accelerate and automate customer service delivery. The cloud-hosted IVR systems further help call centers to manage inbound calls more efficiently by providing useful features like CRM integration, call routing, call recording, call analytics, and pre-recorded welcome messages.
4. Boost Omni-Channel Customer Experience
The customers these days contact a business through various communication channels – telephone calls, emails, social media, text messages, and chats. While setting up a call center, businesses these days have to explore ways to deliver customer service through multiple communication channels efficiently. The cloud-hosted inbound call center solutions enable businesses to deliver customer service through multiple communication channels. They even allow agents to switch between communication channels during the same customer interaction. Many businesses these days combine cloud-hosted inbound and outbound call center solutions to boost omnichannel customer experience.
5. Enhance Data Security
The cloud service providers host call center solutions on data centers located across various locations. They update the data center infrastructure consistently to enable businesses to run call centers in a flexible, scalable, and a secure environment. Also, they keep an enterprise’s corporate and customer data secured by taking a slew of measures – data security, data access, identity management, and data integrity. They even prevent data breaches and security attacks by implementing standard firewalls and the latest security tools. Also, cloud service providers monitor the security of their data centers continuously to identify and address emerging security threats proactively.
6. Ensure Business Continuity
Cloud computing environments are more scalable and secure than on-premise computing environments. The leading cloud service providers host call center solutions and store enterprise data in data centers with a network uptime of 99.999% and reliable power backup. They further help businesses to run their call centers in the cloud computing environment optimally by providing 24X7 technical support. The agents, supervisors, and managers can further access the cloud-based inbound and outbound call centers over the internet regardless of their physical location. Hence, they can deliver customer service and carry out outbound marketing campaigns without any interruptions and disruptions.
7. Reduce Call Center Deployment Time and Cost
A business can start running a cloud-hosted call center without building and managing an onsite IT infrastructure. Hence, they can deploy the hosted call center without putting extra time and resources. The businesses are not required to deploy skilled IT professionals to set up and maintain the hosted call centers. They can further save both upfront and ongoing infrastructure cost by availing the required computing resources based on a pay-as-you-use plan. At the same time, the cloud-hosted inbound and outbound call center solutions enable businesses to reduce operational cost by working with remote and work-from-home agents. They even help a business to increase the return on investment (ROI) by boosting call center agent efficiency and productivity.
Unlike conventional call centers, cloud-hosted call centers do not require businesses to purchase, upgrade, and maintain specific equipment. The cloud-based technologies enable businesses to run outbound marketing campaigns and deliver personalized customer experience by leveraging an offsite IT infrastructure which is flexible, scalable, and secure. In addition to reducing upfront and ongoing infrastructural overheads, the cloud-hosted call centers help businesses to monitor, measure and improve call center performance consistently.