How to Use the Cloud to Improve Call Center Efficiency & Reduce TCO
Global contact centers are experiencing increasing customer demands and rising business costs. It’s making call center managers think twice about their voice and contact center technologies– and how they can do more with fewer resources.
Here’s how using cloud communications can help you improve call center efficiency and turn your call center into a revenue machine– while reducing the total cost of ownership (TCO).
5 Ways to Improve Call Center Efficiency & Reduce TCO
Juggling budget constraints and fragmented communication tools is tough to manage when you lead a global contact center. Add crippling inflation in the mix, and it becomes essential to find ways to cut costs without sacrificing customer experience.
A cloud-based communications platform can help you streamline your tools– driving call center efficiency, increase productivity, and lower costs. Here’s how…
1. Quickly Reach A Broad Customer Base
Spend more time leading your agents on handling call volume efficiently, not stressing about the reach and reliability of your customer service phone lines. A cloud-based platform provides an agile and adaptable workflow for agent teams, so they can support your callers with exceptional service all over the world.
- Call anywhere. Quickly and efficiently reach your customers with high-quality and reliable customer service numbers in 150+ of the world's most in-demand markets.
- Get the right call insights. Minimize jitter and poor audio quality that can frustrate your customers and agents through proactive call quality monitoring.
- Steady your call queue teams. Create agent teams that fit your customers’ needs and ensure the right agents are handling those calls.
2. Route Incoming Calls to the Right Place
The cloud can help you create dependable and intelligent call flows throughout your call center’s ACD/IVR system. Using automation and drag-and-drop call flow builder functionality, uniquely design the configurations best suited for your callers, giving them the experience and personalized care they expect of your business.
See the tools you can use to design the ideal customer experience below:
- Queue callback: Reduce long wait times and customer frustration by giving them the option of a virtual hold, which prompts the agent to call back later. This helps agents better manage their queues, lower on-hold costs, and increase customer satisfaction.
- Skills-based routing: Route callers to agents based on their tagged skills and characteristics your callers need. Some of these skills-based routing rules include language, geography, department, and VIP.
- Call flow builder: Build, manage, and test cloud IVR systems and the call flows they sit within using a visual click-to-configure interface. Route your callers to preferred agent teams or route based on time of day– even take advantage of features like percentage-based routing when your call queues are spiking.
3. Identify Customer Cohorts
With cloud communications, you can easily identify customer cohorts with the following tools to help make your call center more efficient.
- Webhooks: Pull customer data in real-time from third-party applications such as CRMs, sales automation, and helpdesk.
- Call journey: Track inbound call flow events to understand better where customer pain points lie.
- Call recording: Gain valuable and in-depth customer feedback for quality assurance and performance goals.
- Integrations: Intuitive workflow automation for notes, disposition, call logging, and performance monitoring through your favorite business tools.
Having additional functionality helps productivity and efficiency. When you and your agents can learn more about their customers through intuitive technology, you enable them to resolve issues faster and increase first-call resolution.
4. Use Data to Optimize Your Service Levels
Whether your teams work in-office or remotely, you can easily track service-level targets and make recommendations based on comprehensive analytics reporting. With cloud communications software, understanding how your agents are performing is critical to improving efficiency and cost optimization.
Run historical and real-time activity reports on key performance indicators, so you can ensure your customer service agents are consistently exceeding customer and business expectations.
5. Continue Interactions Anywhere
Agents can increase productivity when they are able to connect with customers when away from their desk phones. That’s where a call center softphone comes into play.
On a web-based platform, your agents can make and receive calls over the internet so they can work from anywhere. Using screen pops and disposition features, agents can look over customer call history and be better prepared before entering the conversation.
Additionally, mobile applications allow agents to care for their customers while traveling. So whether your teams are resolving issues or making sales, your customer service agents can easily continue their interactions– even when they step away from their desks!
Increase Your Call Center Efficiency & Reduce TCO in the Cloud
With a cloud-based communications solution like the AVOXI Platform, you can improve call center efficiency and reduce TCO across your global customer service teams.
Break free of the binds when it comes to budget and resources with automated, user-friendly cloud communications tools that help your team exceed customer expectations and business performance. Interested in learning more about lowering your total cost of ownership? Get our eBook below.
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