5 Ways Cloud-Based Automation Benefits Call Centers - Plum Voice - ContactCenterWorld.com Blog
There’s a scene in Wayne’s World, soon after Wayne and Garth sign a network contract, when Benjamin approaches Garth, who’s busy working one of his gadgets. Benjamin wants Garth to convince Wayne to change part of the show. With a frightened look on his face, and in a panic-stricken voice Garth responds, “Change? We fear change.”
While this piece of cinematography is a play on a clichéd idea, the fear of change persists. Yet, in call centers around the globe, change marches on. What does this look like? Recent research uncovered a number of trends that are only going to gain momentum in the coming years. Consolidating resources in the cloud, better self-service options, receiving more complex inquiries, greater security/privacy expectations, and the search for cost savings are all at the vanguard of this wave of change.
So let’s look at each one of these facets of change and suss out some ways in which the right technology can help to mitigate or alleviate the negative effects of change altogether.
1. Embrace the Cloud
In 2014, ICMI found that almost 50% of call centers used premises-based infrastructure, and another ~30% employed a combination of on-site and cloud. That’s 80% of call centers that rely on premises-based technology in some capacity.
Migrating to the cloud has many benefits for call centers. Housing communications in a centralized infrastructure helps to streamline many aspects of your call center’s technology. Mix in easy integration with emerging technologies using APIs and the future of the call center has a definite skyward trajectory.
So in addition to more efficient operations and as much future-proofing as is possible in tech, the cloud can save beaucoup bucks. At a time when ICMI found that 62% of companies viewed their call centers as cost centers, this is good news.
2. Self-Help is the Best Help
It’s true that digital communication channels are encroaching on voice, accounting for 35% of customer interactions, but even so this mean that 65% of interactions still occur over the phone. The rise of other digital communication channels is a very real trend, but integrating those should not come at the expense of the majority.
At the same time there is a strong over-arching trend, and customer preference, toward self-service. Combine the dominant voice channel with self-service and you get an IVR. This approach allows callers to get the information they need quickly and efficiently. Which is precisely why people like self-service so much.
3. Balance is Key
Companies that offer self-help resources through various channels (e.g., web, live chat, social media, etc.) help some customers solve issues. Because self-help options cater to low-complexity issues, people with high-complexity end up using the phone. Having voice automation in place leads to better balance among call center resources. The voice app functions as a self-service option to handle routine and mildly complex issues. Concomitantly, this reduces the total call load on live agents, which enables them to spend more time on the complex issues.
At the same time, all callers spend less time waiting on hold because the automated system handles most of the calls. And those who transfer out of the automated system to talk to an agent can do so with little to no wait time.
One thing that customers value above anything else is their privacy. So while you’re providing a cloud-based, self-service option that balances your call center resources, it also needs to be secure. Industry security compliance standards, like PCI-DSS and SOC2 for finance and HIPAA for healthcare, distinguish the technologies committed to keeping data safe. Customers may not know these standards by name, but they have come to expect the security that they provide.
5. Don’t Break the Bank
Let’s backtrack for a moment and return to the cloud to illustrate one more point. Legacy on-premises systems are expensive to maintain in terms of both human and financial capital. Switching to the cloud means your competitors don’t have to either. Many cloud vendors rely on subscriptions, where companies only pay for what they use.
The following example illustrates the savings companies can realize by making the switch from relying on live agents to a cloud-based IVR solution.
We’re not talking about petty cash here. That’s the type of savings that transforms a cost center into a smart investment. As the late Harry Caray (or in the very least Will Ferrell playing Harry Caray on SNL) would say, “holy cow!”
At the end of the day, it’s quite clear that voice communications are not going anywhere. Even as other digital channels encroach on voice the foreseeable future includes telephones and plenty of of them. Therefore, three options emerge: 1. Do nothing and let the competition pass you by as they differentiate through customer service; 2. Keep up with the Joneses; 3. Become one of the Joneses yourself by using IVR to set the standard for great customer service.
Publish Date: February 17, 2016 5:00 AM
|All Suppliers||Get Listed|
|PREMIUMFuture Gen International Pte Ltd|
(VIEW OUR PAGE)
Outsourcing provider of English Call Centre services, Audio Transcriptions, Big Data ETL (Extract, Transform, Load) , Big Data Visualization, Big Data Predictive Model Generation
(VIEW OUR PAGE)
Аутсорсинговый контакт-центр ConceptCall| КонцептКолл специализируется на исходящем и входящем телемаркетинге: мы предоставляем услуги по осуществлению холодных звонков и продажи по телефону, проводим...
(VIEW OUR PAGE)
HigherGround develops data collection, information storage, and interaction analytics solutions that easily transform data into actionable intelligence, enabling operational optimization, enhanced per...
View more from Plum Voice
Recent Blog Posts:
|Bring Your Own Telecom: Is it Worth Doing?||July 26, 2018 5:00 AM|
|Visa Verified: Plum Voice Secures a Listing on Visa’s Global Registry of Service Providers||July 12, 2018 5:00 AM|
|What You Need to Know about Poor Call Quality||June 7, 2018 5:00 AM|
|Fairly Allocate Call Transfers to Multiple Contact Centers||May 17, 2018 5:00 AM|
|Making Natural Language Processing Feasible with Artificial Intelligence||February 8, 2018 5:00 AM|
|Outsourcing or DIY? Find the Right IVR Development Approach||November 30, 2017 5:00 AM|
|IVR That Saves $5M per Month||November 16, 2017 5:00 AM|
|The Limitations of Speech Rec & How to Combat Them||November 2, 2017 5:00 AM|
|Why Not All IVR Software Is Created Equal||October 17, 2017 5:00 AM|
|How to Get More From Your IVR with Artificial Intelligence||September 28, 2017 5:00 AM|