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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 - What Type Of Relationship Do You Want?

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

Published: Wednesday, March 11, 2015

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2024 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
Pointel

CCaaSSync – Contact Center Disaster Recovery Solution
CCaaSSync is a comprehensive solution to help businesses prepare for unforeseen disasters that may impact their Genesys cloud contact center infrastructure. Our disaster recovery solution ensures that your business remains operational and continues to provide seamless customer service even in the event of catastrophic failure of your primary infrastructure.

Our disaster recovery solution is a cloud-based service that allows you to synchronize your primary Genesys cloud contact center infrastructure with your disaster recovery Genesys cloud contact center infrastructure, allowing you to quickly and easily switch over to the backup infrastructure in the event of a disaster. This ensures tha...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
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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