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How Cloud-Based Call Center Solutions Guarantee Uninterrupted After-Hours Support - SelectVoiceCom - ContactCenterWorld.com Blog

How Cloud-Based Call Center Solutions Guarantee Uninterrupted After-Hours Support

 

Do you take pride and delight in providing consistent customer-centric service to your clients? If your answer is yes, then you have to “walk the talk” by providing them with uninterrupted after-hours support.

When you’re able to prove to customers that they can rely on your service at any time of the day, you’re sending a clear message that you’re committed to keeping your customers satisfied.

Still, there are business owners who aren’t sure if going beyond the 9-to-5 system is going to pay dividends down the line, even more so those with a limited budget.

If you’re one of them, you can put your worries to rest by investing in the cloud.

The cloud has recently become a catch-all solution for business owners, and the same rule applies when it comes to providing reliable support in the call center, from 9 to 5 and even beyond. Here are the reasons why:

1. Allows employees to work remotely

Thanks to cloud computing, call center agents can work anytime, anywhere — even in the comfort of their own homes. This, of course, opens up opportunities for companies to provide after-hours support.

In fact, the only thing agents need to provide consistent service to clients is a reliable internet connection. There’s no need to rely on other hardware besides a fully working headset. Better yet, when agents can provide on-call support, customer satisfaction is significantly improved.

2. Delivers reliable service

Cloud-based call center software providers use servers capable of handling large volumes of data, therefore allowing call centers to provide uninterrupted after-hours support to clients.

Since the cloud provider does all the work regarding system maintenance, call centers are allotted more resources needed to focus on core business issues.

3. Provides on-demand self-service

Cloud-based solutions store all data in a virtualized network, allowing clients to make changes to their account or do online transactions at their convenience.

While self-service cloud computing can be difficult to implement, relying on automation can simplify the process and streamline data processing in more ways than one.

Of course, when clients are provided self-service options, that means they’re also provided reliable after-hours support.

Self-service not only empowers customers, but it also frees up your call center agents so they can focus on more complex issues.

4. Implements custom business hours

Cloud-based tools allow both call center managers and agents to manage or customize their operating hours according to the needs of the business.

Additionally, managers can also provide special incentives for agents who are willing to work during unpopular hours using the cloud software’s remote access capabilities.

What’s more, allowing agents to customize their work schedules gives them a better sense of control over their work lives, reducing agent churn and improving job satisfaction.

5. Operates internationally

With the help of cloud-based technology, you can set up support teams to handle calls from clients across different time zones.

Thanks to the added scalability and elasticity provided by the cloud, your business can accommodate seasonal shifts in the business landscape no matter the geography.

Conclusion

Considering how customer satisfaction directly impacts your business’s bottom line, you have every good reason to ensure that your call center can provide clients with consistent and reliable after-hours support.

One big step to doing this is to move your business to the cloud. As a business owner, it is the smartest investment you can make.

Source: https://selectvoicecom.com.au/cloud-based-call-center-solutions-guarantee-uninterrupted-hours-support/

Publish Date: April 10, 2018 5:00 AM


2021 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

4.) 
DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

5.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.

6.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions

7.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)

8.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

9.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

10.) 
The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial
 



View more from SelectVoiceCom

Recent Blog Posts:
Why Customer Retention is Still The Most Important Metric in Customer ServiceApril 23, 2018 5:00 AM
4 Benefits of Using Live Chat in Customer SupportApril 16, 2018 5:00 AM
How Cloud-Based Call Center Solutions Guarantee Uninterrupted After-Hours SupportApril 10, 2018 5:00 AM
Why Voice Support Is Still Important in Customer ServiceApril 3, 2018 5:00 AM
5 Ways to Maintain the Quality of your Customer ServiceMarch 13, 2018 5:00 AM
4 Ways to Turning Your Contact Center into an Omnichannel PowerhouseMarch 8, 2018 5:00 AM
Top 5 Reasons Why Call Center Agents QuitMarch 5, 2018 5:00 AM
4 Techniques in Building a Customer-centric Culture in the Contact CenterMarch 1, 2018 5:00 AM
4 Customer Service Statistics That Deserve Consideration When Running a Call CenterFebruary 14, 2018 5:00 AM
4 Ways Call-Backs Improve the Customer ExperienceFebruary 5, 2018 5:00 AM

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