Algo Communication Products

April 7, 2016 By Algo Communication Products

Call Centers Don’t Have to be a Resource Drain if You Send Them to the Cloud

call-center-cloud-blog-040716Call 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.

“Smart” Technology

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.

Filed Under: Algo, Contact Center Telephone Solutions, Telecommunications

About Algo Communication Products

Algo Communication Products is a full service center for business and office telephone systems serving Vancouver and the lower mainland. From new product installations to move and relocation services, our partnerships with Avaya, Cisco, and ShoreTel Phone Systems allow us to offer customers a large range of solutions that can be customized to your specific business telephone needs.

Testimonials

whitewaterEveryone at Whitewater is very happy with the Norstar Telephone & Voicemail System. Not only are the system and phones first rate but also the service, talent and personalities of everyone I've met from Algo Communication Products. You are definitely our supplier of choice for all our communications needs and will be highly recommended to anyone we speak to. | Whitewater Communications - North Vancouver, BC

crThe staff at Campbell, Renaud would like to thank you for the excellent work your team did installing our new telephone system. They made the transition from the old system to the new quick and easy. The technician was very neat and tidy and worked efficiently. Overall, we were extremely satisfied at the service we received and are very pleased to be using our new phones. We thank you all for your co-operation, kindness and excellent service." We would recommend your company and your services without hesitation. | Campbell, Renaud - Burnaby, BC

axidataI would like to thank you profusely for the excellent work your company did in helping us with our communication needs. We are very grateful for such a smooth transition to our new phone system. Once again, thank you very much. | Axidata Inc.

wsbI am writing to commend your staff for their customer service. As clients of yours for several years, we have always found your staff to be most helpful and courteous. Your staff is a credit to your company. | Weiler-Smith-Bowers

peakI would like to thank you all concerned for the very efficient equipment sale, installation and after-sales service. Your attention to every aspect has been excellent. You are a credit to your industry and a sincere pleasure with which to work. | Peak Investment Services

bccThank you all for the very fine work on this telephone system installation. Even the few expected glitches were easy to deal with since we had such good support. Your after hours service and support is top notch. We are pleased to recommend Algo when asked. | Brouwer Claims Canada & Co. Ltd

haAlgo Communication Products Ltd. was selected based on their expertise and professionalism. We have installed a VoIP solution using the BCM from Nortel Networks to connect our Vancouver Airport, Vancouver Harbour, Victoria Harbour and Nanaimo Harbour locations. Algo took the time to understand our requirements, recommend a solution based on proven technology and delivered in a timely manner. | Harbour Air Seaplanes - Richmond, BC

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