Call centers have long been plagued by long wait-times, inefficient resource use, and high costs to maintain. Customers are increasingly turning to web-based and self-serve help centers as a preferred alternative, according to a study done by Forrester Research. But call centers can still be a valuable asset to your company—in fact, with cloud technology they can even be profitable.
Turn Questions into Sales
Cloud-based call centers can help employees to avoid inciting frustration and impatience from customers looking for quick help. If questions and problems are dealt with efficiently, there is less of a risk of upsetting a customer and having them vent publicly on Facebook, Twitter, Yelp, or a personal blog.
Cloud-based call centers can help organize calls according to which employee can best meet the needs of the caller. This method utilizes “prioritized skill routing” to connect clients with a company representative that can solve their problem and also offer them upgraded or increased service options. This way, the customer is getting more out of the service and your company if making a profit.
Increased Customer Satisfaction
When problems are resolved quickly, customers hang up feeling positive and relieved. Cloud-based call centers are designed to provide representatives with the tools they need to make this happen. Apps like Salesforce can even be integrated so that the customer’s records can be reviewed by the agent before answering the call.
This helps customers to feel valued and understood. Customers don’t like having to backtrack and fill in blanks for the representative on the phone, so cloud-based technology can alleviate this stress. The representative can answer the call already knowing the customer’s name and history with the company.
Call centers integrated with CRM encourage what we like to call “smart connections.” This strategy works to match the customer with the right representative for their needs so that they don’t have to be transferred and can begin and end their call with a single agent. Routing decisions are made by looking at customer data and matching the individual issues to the company representative that can best help resolve it. The connection is “smarter” because it takes out the guess work.
Maintain Low Costs
Cloud-based call centers can do all of the above and more at a reduced cost than other onsite options. The system flexibility allows managers to check-in and adjust services to fit with changing conditions. Intuitive and organized dashboards make assessments of agents and caller queue a breeze. Resources can be more easily managed though cloud-based phone services—like increasing the number of employees tending to the queues during busy periods of the day. This flexibility can greatly increase customer satisfaction while also cutting call center costs.
Cloud technology can transform your call center into a productive asset—so why not give it a try? Algo Communication Products specializes in all small-medium business communication solutions, reach out to us today to speak with a specialist or get more information.