We’ve all been there – whether it’s calling your credit card company to add an authorized user or contacting your mortgage company after a decision to refinance – at some point in these calls, we get routed to a call center. We put these calls off because we don’t want to wait in line to speak to a representative, and let’s face it – IVR menus, even in the cloud call center, sometimes put us into the throws of the matrix and we have no idea how to escape.
It is just these sorts of experiences that give contact centers a bad name. While contact centers have afforded the ability to handle large call volumes, the trade-off is the personal customer experience one gets when there is a human voice on the other end of the line. Despite this, contact centers have come a long way, and improvements in technology have yielded more sophisticated systems that are helping to narrow that gap.
As captured by this Call Centre page, one major change comes with utilization of the cloud call center. Contrary to popular belief, investing in new technology does not have to come at the cost of other solutions or a tightened budget. New cloud call center solutions are not only helping employees and systems to better serve customers, but are enabling greater cost efficiencies for companies, too.
Cloud call center technology is making it easy and affordable for even small start-up companies and SMEs to provide quick and efficient service without sacrificing the level of service that today’s consumers have come to expect.
The cloud call center – unlike a traditional contact center – offers extreme flexibility and can be hosted in a variety of locations across the globe, as long as a phone line and Internet access are available. For small companies that have to quickly respond to sudden spikes in demand, this means improved response rates during peak times and cost savings during periods of downtime.
Utilizing a cloud call center also results in happier agents, and let’s face it, happier agents mean happier customers. The fact that the cloud call center can be implemented in most any location means that agents can work from home or anywhere in the world. Essentially, giving employees the ability to work remotely is as good for the business as it is for the employees.
Nobody knows the benefits of implementing a cloud call center better than 3CLogic. The company was established in 2005 in response to the high cost of traditional call centers. The cloud call center model used by the creators of 3CLogic provides services that are both reliable and scalable to quickly meet abrupt changes in call center demand. Another great feature of 3C Logic call center services is that they assimilate well into current CRM systems for seamless integration.
Cloud-based call center solutions provided by 3CLogic provide a way for companies to grow their operations in a productive, cost-effective manner. By utilizing the latest in VOIP communications and state-of-the-art software, 3CLogic is the obvious choice to handle all of your inbound and outbound call needs and can provide value-added extras like conferencing, chat, call recording, and scripting.
Want to learn more about cloud communications? Then be sure to attend the Cloud Communications Expo, collocated with ITEXPO West 2012 taking place Oct 2-5, in Austin, TX. The Cloud Communications Expo will address the growing need of businesses to integrate and leverage cloud based communications applications, process enhancement techniques, and network based communications interfaces and architectures. For more information on registering for the Cloud Communications Expo click here.
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