The chaos of the worldwide pandemic has pushed us to the verge of another cloud migration . We’ve seen it with data storage, and we will now witness the same evolution in the contact centre industry, moving from the on-premise call centre solution to a cloud contact centre.
It’s a reality that COVID-19 caused contact centres worldwide to struggle as they attempted to implement efficient remote-working solutions for their contact centre agents. Implementation needed to happen fast and made many businesses realised that a cloud contact centre offered scalability and operational efficiency in addition to remote working. And as a second wave of the virus threatens to make an appearance, contact centres need to remain prepared and ensure their systems and processes are in place to cope for another potential lockdown.
There are many reasons as to why now is the right time to make a move to a cloud based call centre solution. Here’s our top 4.
According to research carried out by ContactBabel in 2019, only 26% of 2019’s UK contact centre survey respondents had some form of homeworking capability with only 3.8% of UK agents actually being based at home .
Fast forward to 2020 and we’ve seen a widespread accelerated focus to home working across all industries. And for many, it has worked well. For some, homeworking has been credited with reducing agent attrition and offering greater staff flexibility with 55% of UK contact centres citing this as the most important benefit to homeworking so far .
Remote working is a topic, particularly within the contact centre space that will continue to divide opinions. And understandably so as traditionally, the contact centre space has always been a physical workplace with agents sitting side by side answering calls with Managers/Team Leaders supervising.
However, in a post-pandemic world where homeworking is no longer an unknown, and has been tried and tested by the majority, organisations will struggle to attract quality agents if they do not offer their employees homeworking and agent flexibility in some form or another.
In fact, according to statistics, working from home means an 80% better retention rate for contact centre agents .
As many organisations will have realised during the lockdown, cloud contact centre technology offers flexibility for employees which are far greater than an on-premise system.
For starters, the technology is browser-based so agents can access the system wherever they are.
Secondly, homeworking has provided employees with more flexibility over their working hours and home life, delivering increased satisfaction for the employee which in turn will result in an marked improvement in customer service as agents strive to demonstrate their ability to work from home.
Moving to a cloud contact centre means more flexibility in staffing, supplier management and business continuity arrangements which can amount to long term cost savings:
Communications these days now need to be kept consistent across multiple channels, working together seamlessly to provide a unified customer experience.
A cloud based based contact centre solution can help achieve just this, where communications, systems and processes can be managed in one space, making it easier for the contact centre to navigate from webchat, to SMS to phone calls to any other channel.
Take the example of Gant Travel – a corporate Travel Management company based in America. Gant Travel were struggling with a siloed contact centre. This meant no visibility across channels, increased call handling time and customer friction. By implementing cloud call centre technology, they were able to:
Cloud based contact centre models ensure business continuity and disaster recovery in the following ways:
Tip: Cloud solutions can also provide backup reserve disaster recovery protection to contact centres who have an on-site customer premise equipment (CPE) model. This allows for organisations to become more familiar with offsite functionality and hardware but at a slower pace. It can lead to a greater commitment further down the line to relocate the primary functionality into the cloud once the original contact centre technology is at end of life.
During the upheaval which the global pandemic has caused, understandably some organisations may be hesitant to invest in new technology.
However, although it may be tempting to remain with the familiar, it’s important to remember that innovation and change can be a good thing, particularly when looking to drive competitive differentiation in the contact centre industry.
Many contact centres may have been thrown into the world of cloud and remote working the last few months, and it may have happened a lot quicker than many of us would have expected. However, witnessing so many operations moving within days to a remote working environment whilst still supporting customers during this challenging time is proof that a cloud contact centre’s disaster recovery and business continuity advantages should not be overlooked.
If you would like more information on how cloud contact centre technology can benefit your organisation, then get in touch with the team >
Our cloud based call centre solutions have been implemented across some of the largest contact centres globally to help organisations to achieve their strategic goals.
Publish Date: August 10, 2020 5:00 AM
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Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.
InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
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