A hosted call center, often referred to as a customer service operation using cloud call center software, offers every component of a call center solution as a network service, doing away with the requirement for on-premise infrastructure. Dialers, interactive voice response (IVR), computer telephony integration (CTI), automated call distributors (ACD), and CRM integrations are a few instances of this.
Looking for Call Center Software? Check out SoftwareSuggest’s list of the best Call Center Software solutions.
Growth of Customer Cloud Call Center Adoption in 2023
In comparison to on-premise models, cloud-based call agents are more secure and less prone to downtime. This was attested to by 91% of organizations that switched to the cloud, says salesforce.
Cloud calling software can be categorized as public, private, or hybrid clouds depending on how it is installed. Through the private cloud, high standards of performance and security are attainable. But it ends up being really pricey.
The Rising Need To Improve Customer Experience
Nowadays, a key differentiator is the consumer experience. Companies can better satisfy customers by using cloud-based call centers. The likelihood of first call resolution increases noticeably and clients feel valued and satisfied when they call a call center and are quickly welcomed by name and told of the subject of the call.
Additionally, the customer experience suffers if a customer contacts a business via many channels (such as voice, social, chat, web, etc.) and the business doesn’t support any of the channels.
Cloud Call Center Provides More Scalability
According to a recent finding, 90% of contact centers that switched to the cloud did so because it gave them more financial flexibility. Utilizing cloud calling centers that are cloud-based and connect all customer touchpoints, businesses may make the switch to omnichannel call center services. Users can rapidly switch between channels, and agents receive information that is relevant to their current situation.
Because of their scalability, flexibility, rapid deployment, business agility, and variety of deployment methods, cloud-based call centers are becoming more and more necessary. Over the next few years, on-premise call centers are anticipated to be quickly replaced by cloud-based call center business.
Businesses can adopt cutting-edge cloud call center systems without the expenses, arguments, and potential disruptions related to on-site updates. Companies using cloud-based call centers can consequently cut their upfront infrastructure and software license costs and opt for a payment approach based on actual usage, while also reducing their overall operating costs.
10 Cloud Call Center Setup Checklist
Before you adopt any cloud call center, you need to keep certain factors in mind. Below is a comprehensive 10 call center setup checklist you need to follow.
Set Clear Goals for Your Cloud Calling Center
Before starting your cloud call center, clearly define your business goals. As you proceed, this will have an impact on your decisions.
Be cautious because setting up a cloud call center could be difficult without the right plan. You might need to change the cloud call center’s goal midway through installation, or you might want to add too many functions. Setting priorities for your objectives will help you develop a business plan and follow all requirements.
- Choose the products and services you’ll provide via the call center. It’s essential to have a clear goal in mind.
- Determine the size of the call center – The number of agents you will need.
- Determine the type of customer service you’ll offer.
- Consider how your cloud call center setup will fit into the business, including if it will be a separate department or a part of another.
- What aims does it have in relation to other departments, if any?
- It is essential to establish your cloud call center following your specifications because every organization is different and has its processes.
Considering your specifications, you can take advantage of platforms like Software suggest that can help you find the best tools and software for your cloud call center.
Use customer relationship management (CRM) software, like Kylas, Zoho, and more to handle your leads and keep track of each agent’s goals and objectives.
Estimate the Call Volume of Your Cloud Call Centre on a Daily Basis
One of the most crucial steps in setting up an incoming or outbound call center is counting the calls that will be placed and received. This will help you decide how many agents you’ll need, as well as what equipment and software you’ll require.
It’s critical to know how many calls your call center will make and takes each day, week, and month to setup the necessary gear and appropriately staff your call center.
Determine the Right Configuration for Your Cloud Calling Center
The cloud call center setup you choose should best satisfy your needs and those of your customers. Configurations for physical and virtual call centers are available. With the former, all of your organization’s agents, hardware, and software are stored and used, whereas, in the latter, a phone company hosts data on an off-site server.
The configuration type has a big impact on how well your call center setup works. Before making a decision, you must weigh the advantages and disadvantages of each alternative.
In general, on-site contact centers should be used by companies that require a lot of customer service or who want more control over their staff. Nevertheless, they require more space and resources.
Post-pandemic, several companies are preferring remote work setups. Pipkins says at-home agents have a retention rate of 80% compared to in-house agents’ 25%. Companies that offer 24/7 customer service or have limited resources might consider virtual call centers.
They don’t require a physical address because they store all of their data in the cloud, which makes them more flexible and expandable so that agents can have access to the software wherever they are.
By considering the following factors, you might choose the best fit.
- Do any of your employees work remotely?
- What kind of equipment do you currently have or plan to purchase?
- Do you anticipate receiving calls every day, every week, or every month?
- What is the budget for the cloud call center?
By replying to whether an on-site or virtual cloud call center setup is a better fit for your business.
Check Out the Advantages and Costs of the Cloud Calling Setup
Setting up call management systems could be expensive. Given that they are costly to purchase and maintain, any firm that wants to run a successful cloud calling center must select an appropriate business phone system.
It is crucial to evaluate the costs of the phone system because doing so will allow you to select the one that is best for your business. There are many different call management system options, and each has benefits and drawbacks of its own.
What are the various aspects to consider when calculating the price of a phone system?
The cost of the call management system, maintenance costs, additional benefits being offered, and contact center services.
You can check out MyOperator, SkyCalls, and more for the best call management system for your call center setup.
Determine the Budget and Manpower for Your Call Centre Services
After deciding whether to run an on-site or virtual call center, the next step is determining how much cash and personnel would be required.
Calculating the amount of capital and labor needed to launch your cloud calling center depends heavily on the budget and staffing requirements for your inbound call center setup. This data is also essential for recruiting workers or conducting fundraising campaigns.
Things to keep the following things in mind when calculating the budget and staffing requirements for a call center
- The amount of money required to launch the call center
- The costs of running the call center
- The necessary amount of employees
- The type of employees needed should take into account all shifts, employee absences, and vacation days.
One thing to keep in mind, when you work on your budget and staffing plan, the facts you used to develop them may alter over time. As your call center grows, you might need to upgrade your equipment or add additional workers. Ensure that your call center is prepared for these changes to ensure continuing smooth functioning.
Determine the Cloud Call Center Software You Want to Use
The market is filled with a wide variety of call center software. To properly manage your business, it is crucial to select the appropriate software for your call center setup.
Since the available options vary in price, deployment style, maintenance, scalability, and robustness, picking the appropriate call center software are essential. You must choose the greatest one for your company.
How should call center software be chosen?
When selecting the sort of call center software you require, you should take the following considerations into account:
- The number of call center agents will determine how much software is needed and how many employees will be taking calls.
- If you have a huge crew, you probably require more advanced call center software.
- Because not every call center software can handle a lot of data, the volume of data that will be there is crucial. If your call center will be handling a lot of customer information, make sure the software can handle the workload.
- Which form of reporting is necessary? Different business types require different report formats. Make sure the programme you choose can deliver the required reports.
- Depending on how much live customer support is required, certain call center software might offer it while others might not. Verify that the programme you choose meets your needs.
Determine a Software Vendor Considering Your Specifications
Once you have determined the cloud call center software that you need, it is time to select a supplier. Because not all businesses provide the same services, research is essential before choosing.
The service provider should fulfill all of your needs. If they are unable to properly run your firm, you won’t be able to manage your cloud call center effectively.
The call center solution should be able to communicate with the rest of your company’s hardware and software.
To enable workers to quickly answer calls, you need a user-friendly system. It must be adaptable and scalable as well. It also needs to be flexible to scale in case you decide to hire more workers in the future. The software you use should also be flexible enough to accommodate any changes your business may undergo.
Select the Features of Your Cloud Call Centre
After installation, it’s time to improve the operation of your call center software. Adding features to call centers will increase output and improve the client experience.
Train your agents on how to utilize the software and what each function does in the first place. They will be able to answer calls effectively and quickly as a result.
Second, customizing the software to your business needs will increase output and customer satisfaction. Don’t forget to test the software to make sure it is working correctly and helping to keep your call center free of problems.
What are the best techniques for optimizing cloud call center features?
- For call routing, you need a system that assigns calls as a priority.
- To keep staff members organized and effective, they must follow defined protocols.
- The software ought to have a function that enables cloud call center representatives to prioritize customer requests so they may attend to the most crucial ones first. As a result, they will be able to respond more swiftly, improving the general call center experiences for clients.
- With the use of workflow management, staff members can create custom workflows that are tailored to the needs of each individual or team. Additionally, it must be adaptable enough to change with the needs of your cloud call center.
- Quality control- You can use the call center dashboard to test and monitor agent performance. You can increase customer satisfaction and identify potential development opportunities by doing this.
- Call recording allows you to record as many phone conversations as you’d like.
- Clients may discover the data they need with the help of an IVR menu that is easy to use.
If any of your agents are working remotely, learn the techniques and tools how to track a remote team’s performance effectively.
Hire the Right Agents and Train Them Accordingly
If a strong workforce is chosen and a careful hiring process is followed, all customers will be attended to efficiently and quickly. Productivity could be increased by providing agents with greater opportunities for training so they can carry out their duties more skillfully.
What characteristics should call center agents have?
What are the best practices to improve customer relationships?
- The ability to remain composed under pressure, as agents must manage large call volumes
- Strong relationships with consumers should be fostered, and they should provide the best experience possible.
- The ability to collaborate with others as a team member to achieve call center goals
- Great listening skills to comprehend a caller’s message and provide a timely response
For finding competent candidates who would be a good fit for your cloud call center staff referral programme, LinkedIn is an excellent resource. This will make it easier for you to find qualified employees who are already familiar with your company’s culture.
You should go through a number of cloud call center-related subjects with your personnel and provide ongoing training.
The following list includes some of the most important points to consider:
- How to prioritize client needs and properly manage their time in order to handle high call volumes – Agents must be prepared for days when there are a lot of calls coming in.
- How to handle hard callers – Some callers will be difficult to handle, thus agents need to be ready for these circumstances and able to handle them professionally and calmly
- How to operate the cloud call center application – Your employees must be familiar with the programme in order for them to swiftly and easily navigate it and obtain the data they require.
- The significance of customer happiness – call center representatives should be aware of this and be equipped to manage any complaints.
Choose Relevant KPIs and Design a Solid Disaster-Proof Plan
Setting up the proper key performance indicators (KPIs) can greatly influence how successful a cloud call center is.
Metrics tracking enables you to keep tabs on your cloud call center’s performance and identify areas that need development. This can help you make data-driven decisions to improve the operations of your business.
The most important ones include –
The number of calls answered/received, average handle time, customer satisfaction score, and agent effectiveness.
Key performance indicators (KPIs) can be tracked over time and patterns can be identified using spreadsheets, which are great for organizing and gathering data.
Even with careful planning, things can still go wrong in a cloud call center. This is why having a disaster recovery plan is essential.
If you have a disaster recovery strategy in place, your call center may be quickly put back into service if something were to happen. This lowers the detrimental consequences that a crisis could have on how your cloud call center runs.
Considering poor customer service, many customers have already parted ways with the brand or service providers. Setting up an effective cloud call center team could ease the company’s concerns. When using cloud technology and the support of the best service providers, enterprises can choose a cloud call system. It is quick and simple to setup a virtual call center, and it offers a number of advantages. Enterprises can ensure high levels of client satisfaction by using simple yet effective methods.
A software engineer turned content writer, Mamatha believes in bringing a unique blend of technical expertise and writing skills to the table. When not writing, Mamatha enjoys reading, traveling, crafting, and exploring new technologies.