Cloud Based Vs Traditional Call Center Solution.
Generally, call centers have been located within a distinct physical space that consists of not only the agents who are working over the telephone system but also the software, hardware, and infrastructure which are required for making the call center function. Today, most people do their business with cloud call center infrastructure, where there are no restrictions to a physical place or location. Today, we are going to see in detail what differences really mean between a cloud call center and a traditional one.
What’s the difference between traditional and cloud-based call centers?
Cloud Based Call Center Set Up
Setting up a traditional call center may last for months, as the firm would be obliged to deliver hardware and licenses, search for proper software, and order infrastructure. In another manner, setting up a cloud-based call center would be reduced to downloading and installing an awesome app.
Agent productivity
In a traditional call center, agents routinely depend on more than one application to perform their jobs. Nevertheless, most of them use between 4 and 10. All that time spent flicking manually back and forth between programs is before increased, not to say lag time as the system gains speed.
A cloud-based call center is one in which everything an agent needs to do is available in one application, with none of the screen-switching runaround. Convenience features built into the software include implicit consent and auto-dialing to reduce the number of steps needed to make every call.
Flexibility
Once you are done installing, traditional call centers become difficult to adjust to.For example, involving agents in your team includes modifying your hardware as well as purchasing new phones.
For the reason that in the short run, it may result in extra expenses, otherwise, if you are going to scale down because of some seasonality or unforeseen events, you are only left with most of the devices for nothing.
Cloud-based software for call centers is much more comfortable compared to its predecessors. In comparison to the Netflix subscription, adding or removing users is as easy as managing. No extra hardware comes into play, and all your changes in the monthly bill become transparent instantly.
Features
Traditional call centers have features like hold, transfers, waiting for music, call logging, and conferences. Cloud call centers feature similar functionalities of effective traditional call centers but build on them with the help of technologies moving forward to help with improved live monitoring, click-to-call, smart IVR, and much more.
Customer preferences
Whether the call center prefers to operate in the cloud or traditionally, both can provide different channels like email, phone, live chat, and texting. Traditional call centers, however, for the most part, can be reduced to the single technological problem in which an agent has to juggle with various portals, wasting his time.
This is a place at the other end where cloud call centers should ease up speed and make interactions from the customers of all the channels centralized into one easy, traceable conversation.
Conclusion:
Improving your customer loyalty is way more convenient with good call center technology. If it had not been the only means which the traditional call centers had many years back, now, with rising expectations and challenges, the cloud-based call centers have proved to be the smartest choice. The most essential part of choosing the right call center technology depends on your goals and needs.