Is it right time to upgrade your Call Center to the cloud?

A traditional Phone System looks easy to use therefore at first look it is not easy to upgrade your Call Center to the cloud until or unless you have done some research on how many benefits you are going to get by using Cloud Call Center solutions.

If you want to keep your customers satisfied and remain at top of the competition ladder you will come to the situation very fast that now is the time to eventually upgrade your Phone System to the cloud.

One major reason for upgrading your Call Center to the Cloud is great savings in operational costs from day one. Hence sooner or later you have to upgrade your Call Center to the Cloud. So Why not now?

Customers needs Unified Communications

Now it’s the era of unified communications. Now customers want more option to communicate like internet, email, chat, fax, phone call etc. Sometime customers want to talk to the customer care executive or Technical support over phone while sometime they find email, chat or fax a better option. Traditional phone systems are not flexible but cloud based solutions are.

If you hear that customers want a better service and their dissatisfaction is on the rise then it’s the right time to upgrade to the Cloud Call Center Solutions.

Also its not only a question of Customers even employees needs better technology so that they can interact more often, more easily and in time as well as cost efficient way. Hence upgrading your traditional Call Center to the Cloud Call Center is never too early.

Too Much IT Expenditure

If your IT team has to work a lot in managing your call center then it implies that it’s time to upgrade your call center solutions so that the IT team can focus more on their core projects which can propel the business to new heights. Also if most of your key projects are running behind schedule then its right time to evaluate your system and how to technically upgrade it?

Hence if you upgrade your Call Center to the Cloud, the task of extension, upgradation and maintenance become very easy and are handled by the service provider like IQ Telecom. This will free up your IT resources which can now focus more on their key projects.

Your business needs flexibility and scalability

In today’s business world companies need to be flexible and scalable. Sometimes it is a peak season sometimes lean season hence there is need to add or reduce number of employees. Hence the traditional phone system may not be able to handle all these changes easily but a Cloud based Call Center Solutions can bring flexibility as well as scalability in your Call Center. You can add or remove agents whenever you wish and forward calls to the right department and appropriate person/agent. Thus ultimately your revenue will increase with such creative solutions.

If you are planning to deploy a CRM at your Call Center it is very good idea to upgrade to a Cloud Call Center simultaneously. It’s because your CRM can easily be integrated with Cloud based Call Center Solutions which will enhance the customer service. With so many advanced features customers as well as your employees will be highly satisfied. Advanced features you will get are Auto Attendant, IVR, Call Queue, Time of Day Routing, Music on Hold, VoiceMail, Click to Call, etc and you will witness increase in efficiency and productivity and customer satisfaction level.

It may be tempting to delay the transition of your call center to the cloud. After all, a traditional phone system is familiar, and a switch is potentially disruptive, especially if you have a large customer service team.

But eventually, most businesses will hit a point where they need to upgrade their call centers – both to keep customers happy and to stay ahead of their competition.

There are obvious moments to make the move– such as when the chief financial officer tells you it’s time to cut costs. However, other times the signs aren’t as clear. If you find yourself facing one or more of the following scenarios, you’re likely to benefit by moving your call center to the cloud sooner rather than later.

Customers Ask for More Ways to Communicate

With more options available to connect with businesses – the Web, email and chat – customers are demanding flexibility. For example, while sometimes they want to talk to a customer service representative on the phone, there are times when they find chat is far more efficient.

Traditional phone systems simply aren’t as flexible as cloud-based solutions. If complaints about long wait times or the inconvenience of phone-only customer service are on the rise, it’s probably time to transition the call center to the cloud.

And it’s not just about customers. Your call center employees may be frustrated with the lack of options, too. If they’re raising concerns, you may want to evaluate the options for deploying a multichannel call center based in the cloud.