Cloud call center set up sometimes becomes a complex for small businesses due to lack of proper knowledge. In this article, we are going to give you the detailed information on cloud call center setup, its price, and effectiveness.
What is a cloud call center?
A cloud call center is a contact center or digitalized call center that is hosted on an internet server. A cloud call center can handle voice calls (inbound calls, outbound calls), video calls, text & multimedia messages and web data virtually.
Why Set Up a Cloud Call Center?
In simple terms, there is two main call center software used today. One is on premise-based call center management system and another is cloud-hosted call center software.
Cloud-based contact centers use cloud-hosted call center software while small call centers prefer on the premise-based system. Under this subheading, we will tell you why you need to set up a cloud call center.
Cloud call center is easy to set up
A cloud call center is a virtual customer management office that requires no bulky hardware or discrete software deployment.
You can easily set up a cloud calling center without following any complex processes if you get a right call center software provider. Cloud call center requires no real space and can be set up on a mobile phone as well.
Cloud call center price
As we mentioned above, cloud call center requires no costly hardware deployment. You do not need to hire labors to build big buildings for machines and equipment.
Cloud call center uses cloud technology hence you do not need to worry during natural calamities. You will get easy government clearances for cloud call center because it’s environmentally friendly.
Cloud call center ensures security
A cloud-based contact center uses cloud technology that encrypts your data. Unlike traditional call centers, cloud call center protects the data of your callers and agents from hackers and other cyber threats.
During natural disasters, traditional call centers fail to function properly. But cloud-based contact centers can be operated from any place around the world. You can easily relocate your cloud call center as per your business needs.
Cloud call center improves your sales
Sales are the most crucial department in any kind of business. If your sales department is weak, your business can not achieve a decent ROI. Cloud-based call centers allow you to improve your marketing strategy by providing effective solutions for your customers.
Cloud-based call center software is scalable and can target multiple customers. Therefore, cloud call center can help your business to do good brand marketing. You can hire remote agents in different countries and easily expand your brand presence through your cloud call center.
Cloud call center Vs On-premise call center
A cloud-based call center is superior to ordinary or on-premise based call center in all aspects. A basic call center can only handle voice calls while cloud-based contact centers can manage web data, video calls and much more.
In traditional call centers, the target audience is limited while cloud call centers can easily promote your products across the world. In terms of efficiency and performance cloud call center has the edge but traditional call centers posses a popular brand image.
Cloud call center setup requirements
If you think the cloud call center setup project plan is difficult, you might be wrong. Many popular beliefs are there that endorse traditional call center setup. But we have discovered a few easy steps that include all the requirements to set up a cloud call center.
How to set up a cloud call center?
Do a research on Cloud technology
Anything you do without the right knowledge can cost you in future. Cloud is a modern technology that you need to understand properly. These days it is easy to understand anything on the internet.
You should conduct a thorough research on cloud technology before you choose it. After you become sure, you can proceed to set up a cloud call center.
Decide who your customers are.
Call centers are the busiest workplaces in the world. They address the customer, solve their issues and prompt them to buy your products. It is a fact that customers always remain on the top in call center business. Therefore, you should decide your target audience before setting up a call center.
You must choose your customers according to your service offerings. There are different types of customers with unique requirements as well. Hence it is an easy task to decide who your customers are.
Set up an ideal Budget
It is a crucial thing to set up an ideal budget before doing any business. A call center with 200 agents has different requirements than the one with 10 agents.
Cloud call centers do not require any extra hardware installation and maintenance. Therefore you should decide how much you can invest in setting up a cloud call center.
Choose a reliable call center solution provider
There are hundreds of call center solution providers around the world today. So It is important for you to choose an effective call center solution provider.
There are some cloud call center software providers that charge on basic usages while some charge on the basis of features. Take your time and choose a good provider for your business!
Ensure your provider addresses your needs
If you hire a good call center software provider, it must address your business needs. For example, if you need to broadcast scheduled messages, your provider must give you the effective voice broadcasting software.
These days many advanced features like automatic call distributor (ACD), skill-based routing and Historical reporting are crucial in a call center. You should look into the features of your cloud call center. And know whether they address your business needs or not.
Hire experienced agents
A cloud call center needs experienced agents who can give the right information to the customers.
You can hire 200 employees or 10 employees to set up a mobile-based cloud call center as well. Every time you need to hire experienced agents to build a good brand image among your clients.
Choose a convenient location
Cloud call centers do not require bulky hardware or large space to function. Therefore a convenient location is necessary to set up a cloud call center.
You should choose a location where your employees can easily reach and get all the facilities like markets, gas stations, buses and rail lines.