Top 5 reasons why you need a Cloud Contact Centre in the UK
PARTNER: Odigo
Today’s business world is characterised by a highly competitive environment and empowered customers who want more. With great access to so many options, it is easy to move from one brand to the other. One back experience may mean losing that customer. Moreover, customers expect to have their needs addressed in a speedy, convenient and personalised manner. This is where the cloud-based contact centre comes in.
The contact centre industry has witnessed a migration to cloud services amid the chaos that came with the containment measures in the ongoing Covid-19 pandemic. The transition to the cloud contact centre in the UK has seen more organizations realise operational efficiency and scalability as they are prepared to enhance service delivery and customer experience.
But just why should businesses in the UK use a cloud-based contact centre? Let’s explore the top 5 reasons that invest in a cloud contact centre a profitable move:
Cost savings
A shift to a cloud contact centre comes with more flexibility in your staffing, business continuity and supplier management that can eventually result in cost savings in the longer term. UK cloud centre technology makes it easier for many organisations such as telesales or online estate agency firms to set up a reliable remote working platform. This makes it possible to widen recruitment as you can easily bring in agents from any geographic location without being limited to a specific location.
As cloud-based contact centre software makes it possible for your team to work remotely, you can significantly reduce your need for physical office space thus cutting on costs. If you support multi-site operations, the cloud helps to have a single management team thus reducing management costs and other costs related to infrastructure in the long term.
Top-notch customer experience
Customers are drawn to organisations that solve their issues fast, conveniently and effectively. You can achieve this with a cloud contact centre in the UK with omnichannel support, which many startups are turning to. This technology lets you enhance customer experience by being able to conveniently communicate with customers across different channel of their preference.
Access to advanced features means your agents can access the right information concerning customers’ issues either from email, chat or voice calls to have a good understanding first before offering a solution. This makes for great customer experience success as most customers get tired of having to explain their issues repeatedly.
Scalable and Flexible
With the unpredictable nature of the current business climate, there are days your agents may receive higher than average call volumes and other days, less so. Cloud contact centre in the UK makes it possible to cope with such ups and downs owing to its scalable and flexible nature. This means you can implement volume-driven staffing such that agents only log in whenever there is a high volume of calls as opposed to working eight hours a day yet being unproductive. The ability to scale up agents based on seasonality also helps to cut out some expenses like the purchase of licenses.
Easy to Deploy
Setting up a physical contact centre can be quite taxing and time-consuming. This is because you need to first set up the hardware before you can install the software. The entire process requires extensive IT resources besides the effort and time that goes in.
On the contrary, a cloud contact centre doesn’t require any hardware thus, it is easy to not only deploy but also manage. Some cloud-based contact centre software only requires a click to install. Similarly, it is easy to onboard your agents so you can be sure of a seamless transition as your IT team will not have to feel the pressure of having an additional system in place.
Business Continuity
Moving to the cloud means you are not constrained to being in a single location. This is a major factor especially presently when most companies are encouraging their staff to work remotely. When switching to a cloud contact centre in the UK means you don’t have to worry about business continuity because your customers can easily contact you through different communication channels.
Whether you just moved to or are looking to make the switch to a cloud-based contact centre, you can be sure to thrive especially at this time when most operations have moved online. With customer demands changing cloud contact centre solutions are an excellent option to help you take advantage of the current times. A cloud-delivered contact centre experience will certainly give you the competitive advantage to deliver a greater customer experience.
