A responsive contact centre plays a crucial role in the delivery of high-quality customer care and satisfaction which is a cornerstone of the success of a business. But then, conventional in-house systems of contact centre tend to be rather limited in their ability to deliver the type of service that current customers expect. This is why businesses are increasingly migrating their contact centre operations to the cloud. Better service is delivered with the support of cloud-hosted VoIP technology and money is also saved as well.
Communication that is based on the cloud enables businesses to host several essential services through a third-party data centre. All data management, hardware, software and upgrades are handled by the host so that the business doesn’t have to deal with these functions in-house. With cloud hosting, costs are minimised and businesses are able to put their in-house resources to better use.
Communication that is based on the cloud enables businesses to host several essential services through a third-party data centre. All data management, hardware, software and upgrades are handled by the host so that the business doesn’t have to deal with these functions in-house. With cloud hosting, costs are minimised and businesses are able to put their in-house resources to better use.
The contact centre of a company either handles all types of calls from its consumers and their experiences (whether good or bad), with that contact centre can have an impact on the reputation of the brand and customer retention. Contact centre systems have a higher efficiency and customer experiences are improved by the cloud resources. These benefits can as well be multiplied by merging VoIP technology with the cloud-based contact centre systems.
Data-Driven Service
Naturally, in-house contact centres rely on standard telephone systems and a workforce of either on-site or outsourced representatives of customer care. These systems are limited in their ability to access data about the previous issues of a specific caller, purchase history among other details that could enhance the service and in that case, a slower time of response could mean irritated callers or even lost calls.
Collection and storage of huge data amounts that representatives of the call centre can access almost immediately for personalised responses and an enriched caller experience are supported by cloud hosting. With the VoIP service in place, this kind of data is accessible at any given time and any location that has connectivity to the internet. This this makes it easier to provide a customer with totally personalised care any time he/she requires it.
Mobile-Friendly Connectivity.
Mobile devices for intake, laptops, tablets and smartphones have become a way of life for the majority of today’s consumers and the consumers now presume the same level of responsiveness from the establishments that they make contact with using any of their devices. Contact centre systems based on cloud VoIP let customer care reps respond to the issues and the concerns of consumers on the spot, with unlimited access to all the data that is available from anywhere.
Prompt responsiveness to customer issues and concerns and full-time availability minimise the number of lost calls and cuts on the overall turnover of customers; this is a critical consideration for enhancing brand loyalty and consumer satisfaction.
Overall ROI and Savings
Financial benefit is ultimately the main reason why a lot of businesses are turning to cloud-based VoIP for their contact centre requirements. A recent study conducted by the Aberdeen Group surveying companies indicated that there was a 27% reduced annual expenditure from adaptation of cloud-based contact centres as compared with those that still used the conventional model.
These reduced costs are mostly related to an improved retention of customers. Contact centre systems and cloud-hosted VoIP hold a higher commitment of IT resources as compared to conventional systems, however, this increase of the content centre workforce is what enables timely and personalised customer services which keep the callers coming back, maintain their loyalty.
In this day and age of digital prowess, customers expect to access these services at any time for timely and customised support to help solve their issues. The reach of conventional contact centres is extended by cloud-hosted VoIP together with an added economic advantage which efficiently keeps a business and its consumers connected.
