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The “hidden” benefits of a cloud-based call center

January 11, 2013 / Sue Krause

Most IT professionals and many customer service professionals can easily rattle off the many benefits of a cloud-based call center: the scalability, the lower TCO, the flexibility and mobility, and more, which you can learn about here.

But, it is only after the hosted solution is implemented that customers see many of the “ah-ha” benefits. We think of these as “hidden” benefits because the results are different for each organization, and you don’t know exactly what they will be until you start using the system. These moments provide valuable insight into your business that enables you to make critical improvements.

One of the most immediate benefits is vision into your true call volume. Many managers of premise-based contact centers are not aware that they do not have enough capacity to handle all of their incoming calls. Their customers were getting a busy signal instead of reaching the call center. This ultimately means that the contact center has been leaving money on the table. Usually, that has been the case for many years.

CASE IN POINT:

  • One recent customer discovered they had twice as many calls in queue than they were staffed to handle. Their PRI capacity was way undersized for their volume and they didn’t realize they were giving fast-busy signals to hundreds of customers. That meant countless missed opportunities.

 

  • Another customer thought they had plenty of staff and that no caller ever waited to speak to an agent. On the first day they moved to the Evolved Call Center, they had 30 minute hold times. They never knew about all the volume that exceeded their phone line capacity.

Once an organization moves to a hosted call center, it is able to see what is really happening. It can see how many calls are in queue, how long callers are waiting, how many abandoned calls there are, and much more. Once the call center manager has that intelligence, they can make the appropriate staffing changes to accommodate the calling demand.

Every call center will experience peaks and valleys. With a premise-based system, they could only estimate those peaks and valleys. But, with a hosted call center, they can now literally see their peak days and times, and supervisors can adjust staffing schedules and break times accordingly.

The other way that a cloud-based call center helps to improve an organization is the visibility it provides supervisors into the productivity levels of the agents, and tools to assist with training and performance development. Supervisors can see all the performance statistics for all their agents and can silent monitor agents from any location with the click of a mouse.

With Evolve IP’s hosted call recording feature, supervisors can save a recorded call as a .WAV file and that call can be played back during training or during a review as an example of either poor or exceptional performance. The quality monitoring team can access call recordings from anywhere and even “at home” agents are recorded.

The hosted call center platform also provides the opportunity to directly improve customer service. For example, because supervisors can now see calls that have been abandoned – as well as how long each caller waited before abandoning – they can proactively call back those callers to follow up and assist them.

These are just some examples of the hidden benefits that have helped Evolve IP customers improve their businesses. We can only imagine the other ways it might help others in the future as we continue to add new features that are automatically passed along to our customers.

Categories: Call Center