Cloud Based Call Center Solution
In general, call centres have been located in a distinct physical space that consists of not only the agents working over the phone system but also the software, hardware, and infrastructure required to make the call centre function. However, businesses are now relying on the cloud to manage their call centre infrastructure in a way that is neither restricted by physical space nor by location.
Today, we will explore the major differences between cloud-based call centres and traditional call centers.
What’s the difference between traditional and cloud-based call centres?
Cloud Based Call Center Set Up
Choosing to have a traditional call centre can take a lot of months because businesses need to purchase hardware and licenses, find the right software, and set up the infrastructure. On the other hand, setting up cloud-based call centres involves downloading and installing a fantastic app.
In a traditional call centre, agents routinely depend on more than one application to perform their jobs. Even so, the majority of them use between four and ten. All that time spent manually turning back and forth between programmes increases, not to mention the lag time as the system gains speed.
Every task an agent has to complete is available in a single application in a cloud-based call centre, ending the screen-switching runaround. Convenient features such as automatic consent and auto-dialling are baked into the software in order to decrease the steps needed to make each call.
Once you are done installing, traditional call centres become difficult to adjust to. For example, involving agents in your team includes modifying your hardware as well as purchasing new phones. These lead to added costs in the short term, but if you have to scale down because of unforeseeable events or seasonality, you will be left with nothing but a lot of unnecessary devices.
Cloud-based call centre software is way easier compared to traditional ones. Adding or removing users is as convenient as handling a Netflix subscription. There is no extra hardware included, and any changes to your monthly billing will instantly become transparent.
Traditional call centres have features like hold, transfers, waiting for music, call logging, and conferences. While cloud call centres have the same effective traditional features, they build upon them with the assistance of advancing technologies to feature live monitoring, click-to-call, smart IVR, and much more.
Both traditional and cloud-based call centres can provide various channels such as email, phone, live chat, and text messaging as well. However, traditional call centres mostly lead to a technology problem, requiring an agent to switch back and forth between multiple apps, which consumes a lot of time.
On the other hand, cloud call centres facilitate speed, improving customer interactions from all channels into one easy-to-follow conversation.
Improving your customer loyalty is way more convenient with good call centre technology. Many years ago, traditional call centres were the only option, but now, with growing expectations and challenges, cloud-based call centres have become the smartest choice. The most essential part of choosing the right call centre technology depends on your goals and needs.