Call centers have evolved with the new and forward-looking technologies such as cloud, and it has made the call center scenario more customer-centric.
Gone are the days when the customers had to put extra efforts to get in touch with the agents for simple customer support. Now, cloud technology has made it more data-oriented to get the best results in term of making the call centers highly productive.
These days the whole call center process keeps the customers in focus with different and unique features that make the most out of the available resources. The call centers also come up with new ideas from time to time that has given strength to the core of the customer services today.
1. Digital Transformation
The digital transformation of the call centers falls in three broad categories such as creating new business models, empowering the workforce and improving the customer experience.
Here, it is necessary to mention that the call centers have kept their focus intact on delivering a better customer experience with the help of cloud. In every kind of business, the interactions start with the call centers when the customers approach them to get a product or service.
The cloud-hosted call centers or the virtual call centers have made it easier for the customers to interact with the customer support agents for a robust customer support through various media.
A customer dealing with some issue while using a product or service can choose out of variously available media among chat, email, and phone.
It gets effortless for the customers to interact and find the best solutions on a chosen platform or a platform they are easy with.
In addition to this, a well-designed cloud hosted IVR (Interactive Voice Response) has turned out as a perfect self-help tool and because of its utility and ease of usage, more number of customers find help on their own.
2. Improved Call Center Analytics
The call center analytics have improved the current call center scenario, substantially, and with the help of statistical data and specific metrics, it has become much easier to track the agent performance and the overall call center productivity.
Different scenarios comply with different metrics that help in making the most out of the available information. Different type of analytics helps improve several metrics in a substantial way. Cloud platform provides the necessary information seamlessly through real-time reports.
The call center software provides real-time analytics that shows a clear picture of the overall productivity of the call center and the individual agent performances. Call center metrics such as average handling time, first call resolution, and agent idle time and others have become easier to be worked upon with the help of improved analytics.
3. No More Separate Silos
Cloud technology has brought every individual and departments on the same page. Earlier, the scenario was different, and departments worked in separate silos. Now a customer can easily contact a company for a feedback or some grievances by just dialing a number or clicking a chat button.
Even social media is working in tandem with the contemporary call centers. In the same manner, today’s virtual call centers easily integrate with different platforms to make it a complete platform for the agents to respond to the customers.
For example, a customer who came in the company’s orbit through some other channel such as chat or voice can give his feedback or seek support on Facebook or Twitter.
Virtual call center, being a common platform make it easier for the agents to keep track of every customer activity and improvise support, accordingly. If the customer is willing to connect to a particular person from a particular department, it’s a lot easier now.
Cloud-based calling platform provides several extensions that are easy to use. Cloud-hosted call centers create a seamless experience for the agents as well as to the customers.
4. Access to Customer Data
Information coming from the customer data is very valuable, and if used it gives an edge to the customer support. There are various business applications including CRM (Customer Relationship Management) and ERP (Enterprise Resource Planning) that integrate easily with the cloud-hosted call center software and utilise the available resources to the fullest.
A customer who gets into a conversation with a customer multiple times gives much information about his interest or inclination towards a product or service. Once compiled, this information help the agents to pitch a product or service that exactly fulfill the customer need.
Specific customer information is a key, and it drives customer support, purposefully. So, with the virtual call centers, every single information can be saved on the cloud, and it can be utilised further for accurate responses to the customers.
5. Continuous Customer Support
There are various ways how cloud is helping the customer support process today. By providing round the clock customer support, the cloud service providers ensure that the issues are resolved swiftly.
Moreover, the cloud offers a platform that supports remote working. So, if an agent force calls it a day in one country, remote agents in another country can keep on working because it is daytime for them.
Remote working has also given leeway to the agents to enhance their productivity while working from home. It reduced the hassle of commuting to the office and agents can access their account from anywhere on a device they are easy with.
In addition to this, a cloud-hosted call center also provides various extensions to the agents to connect to the experts. So, when an agent is stuck, he can contact an expert and give an apt response to the customers.
6. Better Call Resolution
First call resolution rate has improved through cloud technology because, with the help of various tools and integrated business applications, the agents work efficiently.
Once a call arrives, it is highly likely that the agent is ready with a response because cloud gives him every needed information about the customers to close the call on a successful note.
First call resolution is all about preparedness and cloud prepares the agents in every aspect to respond to the customers.
The changes cloud has brought in are revolutionary, and they are going to last for a long time until a new technology touches the call center business again as cloud did.