Be honest: When was the last time you gave your call center—the nexus of your customers’ experience—a gut check? Doing so frequently will help sustain your customer relationships and competitive edge against market players. As we quickly move into 2018, now is a good time to take a look at how your existing contact center solution is performing and if there are any holes that need to be filled.
If you’ve hit a roadblock with your existing cloud contact center solution, consider your options, one of which should be cloud-based. If you have a legacy system or don’t have access to the functionality you need to serve today’s digital consumers, a cloud contact center may be your answer. Cloud call centers are more flexible, agile and cost-efficient than traditional models. With advanced omni-channel service capabilities, improved user interfaces and seamless integrations with third-party applications like Salesforce CRM, cloud technology is becoming the future of call center customer engagement. In fact, according to a 2013-2014 survey commissioned by DMG Consulting:
- 62 percent of organizations currently using some type of cloud-based call center solution
- 45 percent of companies that are not using a cloud-based contact center solution say they are planning to move in this direction in the next 18 months
If you’re ready to select a cloud call center solution, or if you’ve settled upon a potential vendor, consider asking the questions below to ensure the investment is the right fit for you:
1. Can the contact center solution support multiple customer interaction channels, such as voice, text, Web and social?
One of the greatest benefits of the cloud is that it eases omni-channel service integration. If your call center solution of choice cannot properly support next-generation interaction channels—the kinds that customers are using in droves—then you’ll be setting yourself up for failure.
2. Is the contact center solution system agile to evolve and scale with my company’s changing customer support needs?
When you need burstability — the power to scale at a moment’s notice — a cloud contact center is the right option to react quickly to changing demand, making you more agile and competitive. Additionally, the continuous delivery model means you always have the most up-to-date software without the need for disruptive updates.
3. Is there an uptime service level agreement?
You simply cannot compromise when it comes to ensuring uptime; make sure that your call center vendor has included an uptime SLA as a part of your service contract.
4. Does the contact center vendor have a reputation for reliability?
You shouldn’t partner with a call center vendor unless you are 100 percent confident in its reliability. For example, does the vendor have proof points of its availability with customers who are similar to your business in scope and size? What are their processes for remedying call center issues when they occur? And how quickly does the vendor correct problems?
5. Can the contact center solution be used by remote customer service agents to support customers globally without requiring multiple physical contact center locations?
If you are running a multi-site contact center consisting of remote and at-home virtual call center agents, your solution of choice must boast centralized control. This will enable you to quickly and more easily manage your facility, which results in your off-site agents being able to support your customers worldwide—even if they’re not located in a formal contact center location.
6. Am I confident the contact center vendor will continue to add new features that keep up with customer demands and not leave me under contract with an out-of-date solution?
Your call center partner of choice cannot deploy and walk away or your business will suffer. Instead, as the market continues to evolve, your contact center vendor should ensure that your contact center is keeping current with emerging new interaction channels and functionality so that your company can comfortably, and profitably, grow.
7. Does the call center vendor’s platform support my strategy for providing customer service to mobile customers?
Look for a solution that can help your company deliver cohesive self-service and agent-assisted service across all mobile channels, including voice, text, social and mobile Web apps. Ask yourself if the system’s features can be augmented with your current offerings to make interactions more efficient and effective.
Learn how Aspect can help facilitate your cloud call center experience.