Call centers have advanced far beyond the days of an operator answering calls and pressing buttons to transfer callers to the designated party. Now, sophisticated call center software enables callers to contact companies through various communication channels, including email and text messages, and to automatically identify the callers’ needs and which available staff is ideal to address their call. As call center software has advanced, the options for companies have also expanded, and those that haven’t embraced cloud-based call center services may be surprised at the benefits they can enjoy by making the move.
Even small businesses can face increasing demands to provide longer hours of service. And since many companies have international customers, it only makes sense for customer support to be available around the clock. Although automated systems can make processing calls simpler, there is a strong emphasis on providing personal service and ensuring callers can speak to a live agent when they need to. This means that there may be demand for availability at different times of the day.
Cloud-based call centers can incorporate international staff in different time zones as needed to ensure that customers can receive service any time they need it. Providing access to knowledgeable staff is one way of improving customer service. Customers do not have to consider any restrictions or try to adjust their own schedule when they need to call to address an issue or concern; they can do so immediately when the issue arises. By having staff who are immediately accessible to your clients, you also ensure that you are equipped to handle any issues that may arise as a result of global events as they occur.
No physical limits
One of the many benefits of using a cloud-based call center is that your call center is no longer limited to a physical location and the complexities of staffing the center for the hours’ services are needed. Staff who report to a physical call center location must work within proximity to the call center. Businesses who use geographically-based call centers are limited to the hours of operation offered and are directly impacted by the limitations of relying on locally-based staff. Cloud-based call centers are not limited geographically. This means that not only can their staff be scheduled to provide round the clock coverage, but they can seek the most qualified staff from anywhere in the world to ensure that clients receive the finest possible service. Businesses do not need to worry about their ability to have call center staff supervised when they work remotely, either. Sophisticated software enables companies to track the performance and hours worked, which also reduces the need for managerial oversight that is required in a physical location.
Businesses can face extra costs and complications when they need staff to work overnight shifts. In some places, companies may be required to pay a higher salary to staff who work night shifts. During times of labor shortages, those costs may rise in order to compete with other job prospects and persuade staff to work overnight. There may also be additional costs to security for overnight services and companies may need to provide some transportation services depending on local options for employees. All of these costs can be mitigated by moving to a non-physical cloud-based call center.
Companies will immediately save money by eliminating the need for physical infrastructure as well as reducing the surplus costs associated with providing overnight services. Also, because cloud-based systems enable staff to work from remote locations, businesses that may be impacted by international events do not have to scramble to catch up when they come into work in the morning and process numerous messages and emails, as cloud-based call center staff have been on hand to assist customers as events unfolded.
Accessibility to live people during times of uncertainty can mitigate potential losses for a company by assuring customers that staff is on hand as events unfold and responding to the situation appropriately.