As your business continues to deal with rising consumer expectations, an ever-increasing number of communication channels and rapidly evolving technologies, it may be difficult for your contact centre to maintain strong customer relationships. But maintaining high levels of customer satisfaction is key as customer churn can put a significant dent in a company’s bottom line.
As such, many contact centre managers are looking toward the cloud to better serve their customers and their unique needs. Last year, over 30 percent of businesses implemented cloud contact centre technology; another 30 percent now have budgets in place to begin taking advantage of the many benefits offered by cloud technology, such as simplicity and agility, according to research conducted by International Customer Management Institute (ICMI).
It’s clear that more enterprises are plugging into the cloud. Here are FAQs and answers for those companies still considering whether a cloud contact centre solution is also right for them:
Q: How will the cloud drive profit for my business?
A: Providing a consistent, high-quality customer experience equates to winning business and maintaining customer loyalty. Just look at our infographic: 91 percent of customers will not conduct business with you again after an unresolved poor experience. Companies must also grapple with finding ways to better serve customers, like offering seamless agent-assisted and self-service across a growing number of communication channels. With a cloud or hosted solution, your call centre can seamlessly communicate across a myriad of new channels, unify the customer experience and stay at the forefront of rapidly evolving technology. Antiquated contact centres do not have the internal resources to keep up with the demands of the changing customer, but cloud solutions can empower your contact centre with better service options to meet expectations.
Q: Can the cloud really help better manage my call centre traffic?
A: In a short answer, yes. One of the key advantages of a cloud contact centre solution is on-demand scalability. For instance, let’s say there are sudden spikes in traffic due to seasonal fluctuations or unexpected incidents, like a product recall or widespread service outage. Does it make sense to build out capacity for these instances that occur only a few days out of the year? Instead, your call centre can leverage the on-demand elasticity of the cloud, which supports seamless delivery of high-volume proactive notifications via outbound IVR and SMS. The solution can also ensure your IVR, other self-service portals and agents stay available and are ready to serve your customers at any time. Look for a vendor whose network model supports capacity well in advance of peak call volume, with a common-sense pricing model that ensures you only pay for the resources you use.
Such a savvy vendor can help your company find a way to balance the demands of delivering excellent service with the financial objectives of your organisation. At Aspect, we have a team of experts available to help seamlessly and cost-efficiently guide the move of on premises contact centres to the cloud.