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Article : Six Reasons Why Seasonal Businesses Can Benefit From Cloud-Based Contact Centres

Klaas van der Leest, Managing Director, Intelecom UK Ltd, explains how CCaaS (Contact Centre as a Service) can support the ups and downs of a seasonal business.

Businesses with seasonal peaks and troughs in demand need to prepare for a potential increase or decrease in the number of enquiries into the contact centre.

However, with the advent of cloud-based technology, creating a highly flexible and agile contact centre to support changes in demand and a seasonal business is now easier than ever before.

Here are six benefits of using CCaaS to tackle those tricky seasonal periods whenever they may be:

1) Location Independence


The latest cloud-based contact centres are no longer hindered by the constraints of traditional premise-based technology such as the number of lines coming into the building.
Today’s CCaaS deployments are totally location, software and hardware independent meaning callers never receive an engaged tone due to increased capacity and are presented to the first available agent. What is more, agents and administrators have the freedom to log-on from any location using a simple phone line and Internet connection. This means that organisations can ramp up resource as and when required. Multiple departments and additional sites can be linked to handle overflow calls when the contact centre is busy. Plus homeworkers can be scheduled to help out as needed, allowing for work/life balance during long school holidays.

2) Flexibility, Scalability and Business Agility


Seasonal business contact centres need to scale, grow (or contract) to cost effectively react to market changes.
Cloud-based contact centres offer a building block approach which means additional functionality can be turned on as and when required. New agents can also be added instantly without the need for additional licenses or the renegotiation of contract terms providing the perfect solution for seasonal peaks in demand and during holiday periods.

 

3) Maximising Talent and Human Resources

No longer restricted by a physical location, organisations using CCaaS can look further afield to attract the best people for their contact centres. Geographic boundaries are removed and special talents such as different language skills can be sourced where they are most apparent (for example the pool of native Welsh speakers is highest in Wales but the contact centre could be based in London). This capability is ideal for organisations offering specialist seasonal holidays or events in different regions.

4) Easier Home Working

It’s every contact centre manager’s dream to have flexible schedules which mean agents are available to answer customer calls at periods of high demand but are not sitting around waiting for calls at other times. This can be difficult to achieve with on-site operations, it makes perfect sense to make the most of home-workers who can simply log on and off as required, even doing multiple shorter shifts in a single day and potentially reducing overtime payments along the way. At the same time, employee satisfaction is known to increase when flexibility is offered.

 

5) No Need for Onsite IT people

Modern cloud-based contact centre solutions can stand alone or sit on top of existing infrastructure removing the need to replace equipment and helping to rationalise and even consolidate technology. What is more, because ongoing maintenance, upgrades and software roll-outs can be administered in the cloud, there is no need to have a large in-house IT department on call 24 hours a day or be concerned about the lack of holiday cover.

6) Save Money - No Upfront Capital Investment and Pay As You Go Pricing


Last but by no means least, with CCaaS there is no heavy upfront capital expenditure investment. The CCaaS Pay As You Go pricing model means organisations are only charged for the resource and/or service used on a monthly basis this is of particular advantage to seasonal businesses.

Maximising the potential of cloud-based contact centre solutions guarantees organisations are best placed to respond rapidly to fluctuating seasonal business patterns, nimbly and cost-effectively. It’s time to relax, chill out and enjoy a care-free summer with CCaaS technology.


About Puzzel:
Company LogoPuzzel (formerly Intelecom) builds on 20 years’ heritage. It was one of the first pioneers to develop a cloud-based contact centre. Puzzel also encompasses leading mobile messaging and mobile payments to deliver a flexible and customisable customer interaction platform to meet the needs of today’s omni-channel and mobile environments. Headquartered in Oslo, Norway, Puzzel employs over 130 people who are all passionate about delivering innovative customer interaction solutions for contact centres and mobile environments.
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Today's Tip of the Day - Using Suppliers – Be Safe, Not Sorry!

Read today's tip or listen to it on podcast.

Published: Wednesday, March 11, 2015

Printer Friendly Version Printer friendly version

2020 Buyers Guide Consultancies

 
1.) 
Call Center Masters

Giving consulting services to call centers

2.) 
CC-CMM Certification Institute

CC-CMM Certification

3.) 
COPC

Service Journey Thinking
Service Journey Thinking is a comprehensive approach for improving the experience customers have along the service journey. It considers the service journey not only from the customer’s perspective, but it also examines the components that support the experience, including people, technology, processes and policies. By applying Service Journey Thinking, COPC Inc. helps brands promote greater efficiency, improved performance and reduced cost within their operations. For customers, this means reduced effort, improved satisfaction and enhanced loyalty.
PH: 1.407.304.9032

4.) 
CTCOMM

Genesys PureConnect
Call Centers, Contact Centers and Cloud Solutions Consultancies

5.) 
Customer Support Asia

Offshoring
Customer Support Asia assures the success of service offshoring initiatives in the Philippines. Our consultancy serves both:
- clients that have service partners in the Philippines, and need to implement a major service initiative (performance/CX improvement, service change, site expansion, etc); and
- clients that desire to outsource services to the Philippines for the first time, and need expert help to qualify an an "ideal fit" partner, and manage an end-to-end service transition

We support both contact center services and "back office" BPO projects, limiting our practice to sites in the Philippines
PH: +1 919 446 5114

6.) 
CX Central

Contact Centre Specialist Consulting
CX Consult provides specialist contact centre consulting with decades of experience across Australia and Asia/Pacific lead by industry expert Justin Tippett. Services include health checks, optimisation, outsourcing (local and offshore), technology upgrades, strategy and more.

Whether you have a 5 seat contact centre or a large multi-site operation we'll provide you with expert advice to ensure you can achieve your business objectives.
PH: +61 3 9008 7287

7.) 
ERIC YOUNG ASSOCIATES (Tele-Centre Assist Inc.)

Contact Center Consulting & Profit Improvement (Lean Six Sigma), Inside Sales, Efficiencies, Call Center Audit, Technology & vendor selection, Telephony, Recruiting, Training, Performance Management, Customer Journey Mapping, Software (CRM) Implementations
PH: (416) 498-9440

8.) 
Lieber & Associates

Contact Center Consulting
Lieber & Associates assists organizations with contact center issues.This includes management, processes, training, and technology. The firm's assessments evaluate and make recommendations for 15 call center areas ranging from call seasonalities to staffing to better use of the telephone systems. Contact center technology services range from new technology selection and implementation to problem-solving and optimization to technical trouble-shooting. Senior consultants have more than 20 years of experience each and are leaders in their discipline. Clients span most business sectors.
PH: +1-773-325-0608

9.) 
Mpathy Plus

Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.
PH: 08450 569800

10.) 
Outsourcing Solutions Europe

Outsourcing Solutions Europe is an advisory firm that helps companies to find the right contact center/BPO partner to serve European customers

11.) 
proceo.consulting

We can help You boost Your business results by:

- Building or developing high performing multi-channel customer care operations

- Improving metrics like Customer Satisfaction, Net Promoter Score (NPS), Customer Effort Score (CES), First Contact Resolution (FCR), Customer Retention rate, Inbound conversions

- Developing Your teams' skills to excel front and back-office operations and Customer relations

- Preparing and executing efficient Voice of the Customer and Customer Advocacy approach

- We will help You manage challenges and risks when changes affect people, operations and technology.

12.) 
SCC Services Group

Contact Center Operations Performance Management
In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex.

Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas.

Our consulting practice puts emphasis on:

- Contact Center Operational Assessments
- Human Capital Management
- Organizational Structure
- Brand Marketing
- Strategic Planning
- Sales and Customer Care Tra...
(read more)
PH: 954-444-3668

13.) 
The Taylor Reach Group

Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project.
Taylor Reach has worked with contact cen...
(read more)
PH: 8663343739

14.) 
Triad Services

Services Triad is a consulting firm with experience in the field of customer relations. He will celebrate his 25th professional anniversary in 2021. His facilitation skills and creativity allow him to work on many transformations related to the operational management challenges of customer contact centers.
With the support of his consulting team, he collaborates to many projects in Canada and abroad for public and private sector organizations. More than 275 consulting assignments and 150 benchmarking studies are part of his curriculum.
PH: 514-738-2197
 
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