Over the last four weeks, we have looked at the key considerations when moving from a premise-based call center to a cloud call center. In the prior weeks, we have looked at Call Quality, Change Management, Training and Migration. In this fifth and final installment of this series, we will discuss Planning for the Unexpected.
We’ve all been down this road before….everything is going smoothly, you are confident, you let your guard down….and BAM! Murphy’s Law hits.
Maybe a key player gets sick, there is a last minute glitch, the team revolts…who knows what will go wrong? But, you need to prepare for it.
I’ll tell you about one of the surprises that I’ve seen for many call center customers that go live on our platform. All of a sudden, the call center has far more calls than they expected, and they think there is something wrong with the technology since their service levels or abandon rate are suddenly off the charts. This is a typical good news / bad news story. See, this is happening because, with their old system, the customer was blocking calls and was completely unaware that they didn’t have enough phone line capacity which resulted in customers receiving busy signals.
With the cloud call center at Evolve IP, our customers have access to unlimited capacity instead of the fixed trunk capacity of their legacy phone system. So the bad news is that results may not look so good on day one; the good news is that you now have an opportunity to improve customer satisfaction, increase revenues, serve those underserved customers, and achieve the key strategic goals you are targeting.
That’s one scenario and of course there are lots more. So, be prepared, be nimble, be flexible and you will overcome whatever Murphy throws at you.
This concludes our five-part Essential Deployment Considerations When Moving to a Cloud Call Center blog article.
Categories: Contact Center
About Rich Fox
At Evolve IP, I'm the Contact Center Director, which means I help organizations use cloud technology to provide enterprise class telephony, network, and security solutions. While my experiences vary from IT strategy to technology infrastructure and project management, I have a special talent for call center development. After so many diverse experiences, I can spot an organization that doesn't even know it's a contact center but needs to operate like one. For example, at PHH Mortgage I helped transform the sales division into a contact center. From concepts to workforce management to reporting, this approach helped our teams more effectively answer calls and increase revenue. We saved money just by getting the phone answered by the right person. When I'm not helping call centers optimize their performance, I'm either enjoying time with my family -- I have three kids -- or swimming laps, cycling, and running as I train for my next triathlon.
