With the rising competition, exceptional customer service is the key for businesses to set themself apart.
Cloud-based call centre solutions are leading the way in this digital transformation. In 2019, the cloud-based contact center market was valued at USD 11.01 billion. It’s expected to reach USD 56.37 billion by 2027, growing at a CAGR of 22.7% from 2020 to 2027.
These solutions can make the difference between satisfied customers and missed opportunities. Instead of relying on traditional systems, cloud software operates on cloud technology. Thanks to this capability, this software provides multiple benefits, including cost-savings and flexibility. A study revealed 95% believe using the cloud decreases costs, with nearly half seeing up to a 50% reduction in IT companies.
In this article, we’ll explore the essential features a good cloud call centre software must have. Whether you’re making a switch to a cloud call centre or looking for an alternative, this guide will help you understand what to look for.
What is a Cloud-Based Call Center Software?
A cloud-based call center software, often known as a virtual call center system, remote contact center, or web-based call center software, is a call center that works virtually. This is a modern solution for businesses to manage their customer interactions through the internet. These solutions eliminate the need to have physical hardware or infrastructure.
Instead of using traditional on-site systems, cloud call center software runs using the internet. With the help of an internet connection, call agents can manage all their customer interactions virtually from anywhere in the world. They can address customer queries, make calls, and provide support.
What Are The Benefits of a Good Cloud Call Center Software?
Apart from providing the ability for remote working and meeting the communication needs of your customers, a good cloud call centre serves many purposes. From economical benefits to providing the flexibility to scale up or down, it can take your business to new heights. Here are some of the benefits of using a good cloud call centre software:
- Scalability: Adapts as businesses grow, avoiding frequent, costly upgrades.
- Remote Accessibility: Allows agents to work from anywhere, promoting flexibility.
- Uninterrupted Service: Ensures service continuity even in unforeseen events.
- Enhanced Data Security: Uses advanced encryption for safeguarding customer data.
- Cost-Efficiency: Eliminates hefty expenses of on-premise setups.
- Real-Time Analytics: Enables informed decision-making based on live data.
- Integrated CRM Tools: Personalizes every customer interaction, boosting satisfaction.
Scalability
A good cloud call centre software must be easily scalable. As business operations expand, the call volumes are bound to increase. The software should manage this surge. There should be no compromise on service quality. Conversely, during lower business phases, the system should scale down to conserve resources. This flex to scale up or down per business demands, without necessitating major changes, demonstrates a software’s scalability.
Integration Capabilities
The efficacy of cloud call centre software is depicted by its integration capabilities. A good cloud call centre software seamlessly integrates with essential business systems such as CRM, ERP, etc. This integration capability creates a cohesive environment where data flows smoothly across platforms and enhances operational efficiency. In addition, API access facilitates custom integrations. It allows us to tailor the system to specific organizational needs.
Multi-channel Support
Customers today reach out through various channels. They have multiple options to communicate, including voice calls, email, chat, SMS, and social media. A robust cloud call centre software embraces this multi-channel communication. It centralizes these channels into a single dashboard. As a result, agents can handle interactions effortlessly, no matter the medium. This feature breaks down silos, improves responsiveness, and enhances the customer experience.
Intelligent Call Routing
A cloud call center software equipped with an automatic call distributor (ACD) can route calls intelligently to the right agents. It ensures that calls are directed to the most suitable agent for better first-call resolutions. Furthermore, skills-based routing is a thoughtful feature that aligns the caller’s needs with an agent having the necessary expertise. Moreover, least-occupied routing is about balancing workloads among agents. It ensures a fair distribution of calls for a manageable workflow.
Real-Time Remote Monitoring
Real-time remote monitoring capabilities equip your managers to oversee the entire work of your call centre. No matter where your team or call agents are working from or at what time, with real-time remote monitoring, it’s possible to track and monitor the operations. With real-time monitoring, your supervisors can:
- Observe the quality of customer service
- Track employee performance
- Find areas of improvement
- Enhance overall operational efficiency
Call Recording
Call Recording is a basic feature that records both incoming and outgoing calls. Recording calls with customers can open doors to invaluable insights. Many enterprises utilize this tool to enhance quality control, guard against potential risks, evaluate performance, and undertake various other tasks. With its integration into the cloud-based call center system, it offers a streamlined way to monitor agent activities and guide them toward refining their methods.
Interactive Voice Response or IVR
Interactive Voice Response is a versatile functionality that connects customers to an automated voice system before connecting with the right agent. Working closely with the Automated Call Distributor (ACD), it smartly directs calls and collects key customer details. This way, when agents step in, they’re already informed. IVR is a lifesaver when dealing with many calls and is handy for providing straightforward info or assistance, reducing the need for human intervention.
VOIP or Voice Over Protocol
VoIP is a technology that allows voice communications and multimedia sessions (like video calls) to be delivered over the internet rather than through traditional telephone networks. It is cost-effective and simpler to upkeep than traditional landlines. Numerous service providers now extend this solution. For those operating cloud-based call centers, VoIP integration becomes essential for syncing with online databases.
Collaboration Tools
Team collaboration is essential, given that agents are operating remotely rather than from a centralized office. To provide a seamless experience to your team, look for a cloud call center system that includes features like an internal chat between agents and supervisors, supervisor message broadcasting, a knowledge hub, and a portal that promotes peer learning. These features will encourage collaboration while allowing seasoned staff to guide newcomers.
Conclusion
Cloud call center software acts as a key aspect of your business operations. However, the right cloud call center software is the one that aligns with your business goals and needs. The right features not only enhance operational efficiency but also elevate the user experience. Before you pick one, make sure to research comprehensively. Access your needs and budget, and then pick one that aligns better with your requirements. Choosing a cloud call center solution with the right mix of features can help you stay ahead and consistently deliver exceptional customer support.
