Modern Efficiency: Cloud-Based Call Centers vs. Traditional Call Centers

Significance of Cloud-Based Call Centers

Nowadays, new trends in business communication are becoming popular. Still, some companies consider traditional call centers the right choice to achieve their business goals until they move to other options. Traditional call center setup relies on in-person resources: in-person agents, hardware, and physical tools. It gives you complete control of your business processes allowing you to manage and monitor customer service efficiently. However, traditional telephone setups need to be updated with the rise of the digital age. At the same time, Cloud-Based Call Centers have emerged as a popular choice to serve different industries ensuring quality and accessible customer service. 

Understanding Traditional Call Center Setup

This centralised facility consists of many agents and customer service representatives who manage inbound and outbound calls on your business’s behalf. These call centers handle customer support requests, resolve technical issues, help in lead generation, and perform other communication processes. Agents in these call center setups are equipped with telephones, computers, and other tools, and follow predefined scripts to assist. Call routing is done based on language proficiency, skill level, and call volume. Though interaction through phone calls is the basic mode of communication, some call centers also offer other communication through social media platforms. 

Why are Cloud-Based Call Centers Becoming Popular?

Cloud call centers host call management systems, customer data, and telephone infrastructure in the cloud. This cloud computing infrastructure uses remote servers and internet connection to manage incoming and outgoing calls instead of relying on traditional on-site hardware and software. All your teams with authorised credentials can access the software and tools using a web-based interface from any location through an internet connection. This flexibility is suitable for companies that allow remote working or have a distributed workforce. Meanwhile, cloud solutions provide enhanced disaster recovery plans and greater reliability. They optimise your business operations and increase customer satisfaction scores.

How are Traditional & Cloud Call Centers Different?

• Based on Deployment: Traditional on-premises call centers require physical infrastructure, so it takes a long time to deploy. On the other hand, cloud call centers are easy to deploy, set up, and highly scalable.
• Cost: You need high upfront costs for licenses, hardware, and ongoing maintenance to set up traditional call centers. Conversely, cloud contact centers follow a pay-as-you-go model and facilitate subscription-based pricing. 
• Feature & Customization: Some companies still prefer on-premise systems because they give them full control over software, hardware, or business data. On the other hand, cloud systems offer advanced features, automatic updates, and easy integrations.
• Maintenance & IT Resources: Traditional call centers require dedicated IT staff to manage maintenance and upgrades. On-going costs for support and repairs are additional. Luckily, there is no such hassle in cloud call centers as your cloud service provider manages maintenance and upgrades eliminating the need for in-house IT staffing.
• Data Security & Privacy: Although cloud setup is secure because the data is managed by third-party providers, it may not fulfill privacy requirements. Meanwhile, on-premises call centers give you complete control of your business data, essential for companies with strict compliance such as healthcare.
• Remote Access: Traditional setups are limited to in-house employees due to using outdated technology like desk phones. Conversely, remote workers can easily access the cloud system from anywhere through an internet connection, ideal for hybrid teams.
• Scalability: In a traditional call center scenario, you have to purchase new hardware e.g. phones and servers to scale. However, you can instantly scale according to your business needs through software.
• Integrations: With custom coding, integration is easier in a traditional setup but cloud call centers facilitate seamless integrations.

What are the Top Advantages of Cloud Setup?

1. Offer Easy Setup: The cloud contact center system has a user-friendly interface, so you can easily manage the setup process without any training or hiring an IT expert. The simple and hassle-free installation can be completed quickly instead of waiting for days. 
2. Facilitate Remote Access: Cloud-based systems promote hybrid teamwork. Your remote employees can manage incoming and outgoing calls from anywhere through an internet connection. It enables businesses to hire talented employees globally and continue operations without interruption. 
3. Round the Cloud Availability: Call centers can ensure customers can reach them to resolve their issues 24/7 even after formal closing hours. They can get a faster response that improves the customer service experience.
4. Offer CRM Integration: Companies can efficiently organise and manage their business data through CRM integrations. This further keeps all your teams on the same page about customer issues.
5. Allow Call Recording & Monitoring: Another benefit of cloud systems is that they let you record and monitor customer interactions in real time. Supervisors can evaluate the agents’ performance through these recordings and suggest improvements.
6. IVR Technology: It facilitates efficient call routing, directing customers to the most relevant agent. This further reduces wait times by offering self-service options, lowering your agent burden, and increasing customer satisfaction scores.
7. Outbound Calling: Cloud contact center systems automate many sales and marketing tasks. Businesses can easily run sales and marketing campaigns.
8. Cost-Effective Solution: Hosted call center solutions do not require costly hardware or servers. They are quite affordable solutions because businesses only pay for the services they use. 
9. Offer Greater Scalability & Flexibility:  Cloud solutions are highly scalable and flexible to handle your business’s fluctuating needs. You can scale up during peak seasons and down during off-busy routines. 

How to Move to Cloud-Based Software?

First, assess your call center infrastructure and identify your pain points. Next research on different cloud service providers to evaluate the offerings such as security, features, and pricing models. Then, develop a comprehensive migration strategy to ensure a smooth transition to the cloud. Rebuild your business applications or assess the compatibility of existing applications with the cloud to avoid losing important business data. Implement encryptions, disaster recovery plans, and monitoring tools to protect data in the cloud. Train and educate your employees about new setups for better workflow. Monitor your cloud solution performance regularly for improvement.

Closing Thoughts

Today, there is a growing trend of moving from traditional setups to Cloud-Based Call Centers for improved accessibility and high reliability. The advanced call centers have eliminated the flexibility and scalability limitations, allowing companies to offer a top-notch customer service experience. Don’t delay moving to the advanced solutions; contact CherryBerry UCM to take a bold step towards cloud computing.