≡ Menu

Ringing the Changes: Should You Switch Over to a Cloud Contact Center?

Every year, more than $60 billion in profit is lost because of poor customer service – whether online or over the phone. Investing in a contact center is important, no matter what size your business is or what industry you work in. You could be saving thousands by switching over.

Here are four ways that a cloud contact center can help your business grow while saving you money.

1. Easy Setup

If you’re trying to set up a call center on your premises, you’re looking at a lot of legwork up front. Taking on this effort could take months, especially if you’re starting from scratch.

You’ll need to start out by putting forth the funding to recruit, hire, and train a ton of staff. You’ll need to research the kind of hardware you need. You could quickly spend thousands just getting the hardware, setting up the infrastructure, and finding software solutions.

You could make it much easier by setting up a cloud-based center.

When you use cloud-based call center software, you’ll be saving yourself a whole lot of time and energy. In most cases, it’s as simple as downloading and installing an app, filling out a little bit of information, and linking to your line. This kind of software usually functions out of the box to do the work you need it to do from day one.

You won’t get this kind of speed and efficiency when you set up a contact center on premises. You’ll be boosting sales at a rapid rate with the right contact center.

2. Save Money

If you’re trying to save money on a contact center, starting one located on your premises is the worst decision to make. In fact, it’s so expensive that most companies can’t afford one. 

As mentioned above, you’ll need lots of equipment, including but not limited to servers, phones, headsets, computers, and office supplies. You’ll have to get licensed and pay the fees for opening a contact center.

There are lots of recurring costs to operate a call center, including wages, equipment maintenance, and hardware replacement.

A cloud-based system, on the other hand, doesn’t require you to invest in a lot of hardware and infrastructure. All you need is a strong and stable Internet connection. With enough bandwidth, you’ll be able to handle a lot of call volume without any problem.

With most cloud-based solutions, there are usually subscriptions paid monthly. Along with the Internet connection, those are your only two real expenses.

When you switch to a cloud-based solution, you get to save a lot on a daily basis. 

3. Get More Flexibility

When you choose an on-premises solution, you’ll have trouble trying to adjust and scale it. If you manage to do that, you’ll have to spend more money on hardware, adjust your layout, and even consider modifying your hardware. Doing this costs a lot and could slow down productivity in the meantime.

If you want to scale your office down, you’ll be stuck with hardware that you’ll lose money trying to resell. Otherwise, you’ll just have a bunch of stuff sitting on a shelf collecting dust.

If you find that you want to move your office, you’ll also be stuck in one place. You’ll be linked to the communication server in your office and a single geographical location. You might even get stuck with limited open hours.

When you choose a cloud-based solution, you get to have more flexibility and nimbleness. You’ll be able to add more users or to scale up your subscription with the push of a button. You don’t need any complicated or additional purchases to get things off the ground.

If you have a distributed workforce, your agents get the chance to work from wherever they are. If you have a virtual call enter, you don’t have as much turnover and end up with much higher customer satisfaction. They can access their accounts from anywhere if they have a good Internet connection.

4. It’s More Reliable

When you have an on-site contact center, you’ll be using technology that’s been more heavily vetted and is more stable. Even though some people think that on-site contact centers are the only ways to avoid latency or shaky calls, nothing could be further from the truth.

Equipment breaks down in all ways and when it becomes incompatible, it’s then obsolete and fodder for the trash heap. With on-site call centers, you need to accept that people make mistakes and human error costs money. Don’t be so sure that a cloud solution isn’t a better choice for more stability.

Cloud-based contact software means that you don’t ever have to rely on hardware. If you have problems with your call quality, you’re wrong to blame the technology or the software. Most of those issues are due to problems with an Internet connection, not the technology.

When you don’t have the right amount of bandwidth, you’re more likely to have packets drop off during calls. That data latency and those drops are the reason for problems with calls. As long as you have a strong Internet connection with high bandwidth, your call activities should be well supported.

Check out the specs that this company lists to get more information on how this all works.

A Cloud Contact Center Is a Smart Investment

If you’re trying to make a good investment in your customer service, invest in a cloud contact center. When you spend money on this kind of software, you ensure that you give your customers what they deserve.

Ready to bring your whole business online? Check out our guide for lots of handy tips!