Request Information

Request Information

or Call 1.877.459.4347

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

January 11, 2013 / Evolve IP

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
Our LinkedIn page is a great place to keep up to date with all our latest news, releases, and updates.
Click to follow us:

Clients We Work With

  • Association Resource Group is an award-winning technology consulting and brokerage firm with over 25 years as an industry-leader.

    We have been Evolve DaaS clients for just about 2 years. What execs really need to know is how much productivity DaaS brings to an organization. We have estimated that each employee saves 10 minutes a day in startup and shutdown time. Probably another 5 minutes a day in work from home productivity - i.e. more likely to log in from their home PC than if they had to carry a laptop home every night and no clunky VPN or Citrix session to dissuade them from getting on.

    So, 15 minutes a day, that is 3% of their day back. 3% of an $80,000 a year employee is $2,500.

    DaaS has a 300% return, with no capital at risk. That is what I would tell your execs. Feel free to ask questions.

    Best!

    Steve Murphey, Vice President

  • Based in Northern New England, ClearChoiceMD treats urgent, non-life-threatening medical needs.

    "With Cloud Connect, we have eliminated intermittent phone and internet service drops, increased the reliability of daily business tasks like writing e-prescriptions. We’ve even resolved printing issues. We have zero down time now as a result of connectivity because we’re always up and running.”

    Alex Fuchs, IT Director for CCMD

  • CCI Health & Wellness Services is a group practice, empowering patients to partner with staff for an unparalleled healthcare experience.

    “Usability is one of the most important factors in selecting technology solutions. We needed a solution that our staff could learn quickly and rely upon each day through high call volumes. Evolve IP emerged as best choice and the deployment has been very successful.”

    John Torontow, MD, MPH Chief Operating Officer - CCI Health and Wellness Services

Awards & Recognition

View More

Compliance & Certifications

View More

Latest Blog Posts

Evolve IP Disaster Recovery Comic - Blazek
Top 5 Disaster Recovery Resolutions for 2018
January 19, 2018 / Erika von Hoyer
Unfortunately, in all seriousness, our 2018 Survey on Disaster Recovery Technologies, Implementations and Incidents uncovered some very distressing disaster recovery statistics that…
Credit Union Haiku Blog
Credit Union Haiku: With the cloud, financial services solutions are simple
January 12, 2018 / Dave McCrystal
Haiku is an ancient art form that is simple and to the point, unlike most solutions for cloud financial services.…
HITRUST and Cybersecurity 2018 Blog
Evolve IP Hosts Healthcare Security Summit: HITRUST and Cybersecurity 2018
December 7, 2017 / Dave McCrystal
Healthcare Experts Discuss the Purpose and the Value of the HITRUST CSF Certification Requirement   On November 14th, 2017, Evolve…
View More

Latest Press Releases

The Cloud Gives Back
January 22, 2018 / Evolve IP
Philadelphia CBS recognizes Evolve IP for stepping up to aid Santa Barbara mudslide victims. When counseling and human connectivity was needed, Evolve IP’s contact center solution helped to bridge victims…
Counseling Hotline and Website for Mudslide / Fire Victims Launches
January 17, 2018 / Evolve IP
Contact Center Connects Santa Barbara Victims and Families with Nationwide Team of Volunteer Counselors WAYNE, Pa.—January 17, 2018—Evolve IP®, The Cloud Strategy CompanyTM, and 805 CounselorConnect, today announced that fire and mudslide…
Evolve IP Recognized in Gartner's Market Guide for Midmarket Unified Communications as a Service, North America
January 11, 2018 / Evolve IP
Delivers Award-Winning UCaaS Solution Globally Via Worldwide Sales and Support Offices and Expanded Partner Relationships WAYNE, Pa.—January 11, 2018—Evolve IP, The Cloud Strategy Company™, today announced that the company was recognized in…
View More
close

Contact Us

or Call 1.877.459.4347