How Choosing Cloud-based Call Center Can Change Customer Experience

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If you had asked customers about their experience communicating with your call centers a year or two ago, they would have told you about having to deal with on-call hold, extended call duration, sluggish turnaround responses, an umpteen number of call transfers, the frustration they felt having to explain the issue more than a few times to different people, and so on. All these were distressing situations that were beginning to sow the seed of adverse experience, resulting in a lack of satisfactory resolution and response. But then cloud technology came along and turned around the entire game, developing a system that would make it a smooth and seamless experience for your customers.

In current times, hundreds and thousands of organisations are switching to cloud contact center software, which is helping them to cut operational costs and serve their customers by offering a world-class customer experience. This integrated cloud-based contact center offers speed, savings, and flexibility in working.

With the installation of OmniChannel, you are able to view your call volume and hire a workforce to serve customers, which reduces their hold time. Agents are clear about the types and volumes of jobs they will be required to handle throughout the day. This makes the whole system of customer service so much more efficient and personalized. Agents have the entire communication data before them, which helps them serve customers with more focus; the calls are divided so they get more time to deal with customers on a more personal level and more patiently.

Organizations that want to improve their profitability by downsizing operational costs and providing customers with superior service are opting for cloud call centers. Call center service providers understand your business as they begin to develop a system for you that will focus on restructuring communication that will be driven by technology to benefit customers by developing an enhanced customer engagement experience where entrepreneurs can achieve a lot and bear low infrastructure costs.

Call centers provide support 24 hours a day, seven days a week, and 365 days a year, allowing customers, particularly those who serve global customers, to reach them and receive responses in the shortest amount of time. With cloud call centers installed, you can expect your customers to enjoy faster, quicker, and certainly more focused and relevant responses and resolutions to their queries. Your agent and customer can chat anytime, anywhere (virtually), without the hassle of any special hardware system. As an entrepreneur, you can hire agents from anywhere because the system allows them to work remotely without the hassle of hosting data on servers. Entrepreneurs can employ customer service executives from across the world to serve their global audience and remain active across all time zones.

You are always there for your customer, irrespective of which platform he or she uses to reach you.

With cloud-based contact centers, your customer service agent can interact with your clients on the platforms they are available on or choose to communicate with. For example, whether your client has contacted you via the web, email, phone, social media, chat, or other mediums, your agent has access to the entire communication on the screen. Cloud call center agents can work on multiple platforms from a single workstation; they can multitask effortlessly and offer in-depth customer support whenever and wherever.

Accessing customer data is easy:

The system enables your agent to access customer data in terms of previous orders, chats, and current queries, among other things. This information makes it easy for your agent and customer to come directly to the point of resolution and close the matter. This feature of cloud call centers has played an important role in turning around the customer experience, as they know that the agent, they are communicating with already knows their requirements and will go after closing or completing the task.

Multiple Other Benefits, Including an Easy Switch for Your Agents:

Cloud-based call center software service providers create a system for you that syncs with your existing system and is simple enough for your agents to use with minimal training and familiarization. When you choose an experienced cloud phone service provider, whether in Canada or the Philippines, OmniChannel software solution provider will design a system that meets your needs, is scalable, and will provide you with a package that fits within your budget.

Security:

Cloud phone providers ensure they are always ahead of security threats, keeping their teams on their toes at all times to deal with any unwarranted danger. Cloud contact centers provide much higher levels of security than traditional call center systems did until recently. Cloud call center data shared between your customer and agent is secure on servers managed by call center service providers. They offer you details from time to time. All the documentation on servers is given access after due authorization and after consulting with you to ensure it does not fall into the wrong hands.

How to Go for a Reliable Cloud Call Center Service Provider in the Philippines 

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The software, the technology, and the innovation, that have compelled the entire world to wake up and take notice of Cloud Call Center Technology It’s a business phone system that empowers organisations to hire and work with remote teams with the help of software that can be customised to perform a range of other functions based on your business’ specific requirements. Moreover, the technology functions on the same principles across the globe. Unified communications’ service providers’ expertise may differ in terms of experience, team size, etc. Based on this, they will customise and integrate a communication system that syncs with your business.
If you have a business that is based out of the Philippines, catering to global or local customers; and you’re planning to go with cloud call centre service providers in the Philippines, the safest step is to shortlist a few of them. Then speak to each one at length to understand their expertise, strategies and how they are thinking of using this digital medium to transform your business. Understand what other dynamics are involved that you should pay attention to. What is the budget, and does it fit with what you’ve set aside for it?
The best convenience and advantage of hiring the Philippines based cloud call centre service is that the country has a growing global presence in terms of technology and innovation and may be able to offer you better value for your money invested in the cloud phone project.

All You Need to Know About Traditional Call Centers vs. Cloud Phones

Let’s discuss reasons as to why you should opt for cloud based phones over on-premise call centers.

Installation : Cloud phone software is quick and easy to install, whereas traditional call centres require a proper infrastructure driven and maintained by professionals, and requiring physical space, which makes the whole process very complex as well as expensive. While installing cloud phones, you brief the software service provider about the size of the software and the features your business is going to require, based on which they will customise the package and deliver it. Erecting IT infrastructure is a lot more cumbersome and complex.

Operational costs are very high in traditional call centers, which is not the case in cloud call centre software. When you install the cloud phone software, you don’t need to rent a space, as your customer service team can work from any remote location. There are no laptops and desktops involved, as all you need is a mobile phone with some storage space and an internet connection.

Maintenance & Management : When you’re working from an on-premise call center, your management and maintenance costs run high. Maintaining hardware, licenses, and staff all comes at a cost. This is certainly not the case with cloud phone communication. Executives can work from remote locations, and you can monitor and analyse their activities and performance from the remote location too.

Remote Work: Remote working is not possible in the case of an on-premise call center, whereas integrating cloud centre software empowers your business’ customer service team to work remotely, saving you the cost of renting out office space to accommodate staff and hiring an engineer or two to erect and maintain an IT infrastructure.

Scalability : The cloud phone offers your business flexibility. When your business expands and you have more customers to serve, you simply hire more remote executives to work from remote locations. The software is scalable. This is also one aspect that you must discuss while looking for the Philippines’ unified communications software provider. So, when need arises and you’re ready to expand, the same software can be tweaked to cater to a wider audience and accommodate an increased workforce. This is certainly not the case with an on-premise call center. Expanding an on-premise call centre involves renting out more space, incurring costs on hardware, and so on.


When you contact an OmniChannel service provider in the Philippines, he will first understand your business and its requirements and will be able to create a customised solution for you to help you tackle your customer communication requirements more efficiently.

Do Your Homework for a Smart Outcome!

The more clearly, you’re able to explain your business requirements to your service provider, the better solution he will be able to develop and present. Hence it is important that before hiring a unified communication service provider in the Philippines or wherever you want to, you do your homework to self-evaluate the real and practical needs of your business related to customer communication and convey them in clear terms to the consultant attending to you, along with specifying the budget you’ve set aside for them. When you reach out to the cloud phone service provider as an informed buyer, things change. You ask the right questions and have a better understanding of the features you seek in order to drive your team and business efficiently.

Why Service Desk Software Is Important for Businesses?

customer experience with cloud call

If we were to define and explain the importance of the service desk software in one paragraph, it may not be possible, but it should go something like this.

“Customer has been the king forever. It is s/he who decides whether your business will sustain or meet the dust. This means if you are a businessman, offering services or products to the customers, it is for you to do everything to ensure you stay in the business. So, your focus will be on making or keeping your customers happy. You must do it by providing top quality product, top quality price, customer friendly policies, and hassle free after sales services.”

If you’re able to achieve all of these, you are likely to survive the competition. If you lag in any of these, your competitors will get past you and by the time you prepare and come back into the scene, chances are that the competition might have increased, and so would standards of the services.

Service Desk Software - a game changer for online businesses!

Service desk software also called by other names like Cloud call center providers, Cloud Call Center Software, Cloud Contact Center Software, is amongst the most important tools any modern business can have to upgrade its existence & improve chances of its success and survival. This software will solve many problems for a business, bringing customers closer. When a customer buys your product online, the confidence you build in his mind about your product is by delivering it on time and of good quality. In this situation, he is likely to visit your online shop again and avail of your services or buy your products.

However, if you also install a Service Desk Software or hire services of cloud call center service provider to install as a part of your online business machinery, you are empowering your business with a whole new experience to offer to a client doing business with you. A Service Desk Software has undoubtedly proved to be a game changer in the success of any business. Enabling businesses of varying sizes and geographical locations & reach to be available for their customers 24X7.

Functions Cloud Call Contact Center or Cloud Call Center Can Perform

Cloud call center software can help you to track the customer activities from the start to the end. For a customer, it makes life a lot easier because no matter which channel he or she uses to communicate with you, your executive will be able to sync and track it. The cloud call centers enable the businesses to respond quickly and accurately to the customer queries. The customer can connect with you anytime and you will be able to respond swiftly. Such seamless interaction changes customer’s entire experience of doing the business with you. When this happens, a customer is more likely to remember the experience. In other words, no matter how much products a customer buys from you or how many services he avails from you, the experience he gets from doing the business with you matters greatly. If the combination of quality products and amazing services is good, your business will go great. Thanks to the AI, service desk software has been able to add human touch like never before.

Benefits & Conveniences of Cloud Contact Center Software

The service desk software empowers the business with functionalities that facilitate quick and meaningful interactions. Installing this software comes for a miniscule cost as compared to setting up the infrastructure to make all this happen. The term Cloud Based simplifies all that it stands for. There is no requirement to install heavy and expensive IT infrastructure or employ a team of savvy engineers. All that a cloud call center software needs, is a mobile phone. If you have ten customer support executives you need one service desk software with ten extensions, one for each executive in his/her phone. The manager can track activities on his mobile phone of service desk executives as well as the customers.

Everyone is free to work from where they wish to. Thus, remote working is very much a possibility with this software. Workflow and quality of interactions can be maintained impeccably for the manager can view every data, minute to minute in real time. In addition to this, installation of the service desk software is also affordable.

Conclusion

Every business should have a service desk software. There are many providers of the cloud call center solution who can create customized solutions for you on demand. This means to provide the best customer service to your patrons, get the software that syncs with your business model. This solution continues to be in high demand and has given a new lease on life to many businesses. Changing the customer experience is the core of all businesses. All entrepreneurs whether they’re targeting local clients or global, ought to understand and realize that customer is a customer whether local or global. Your success depends on them, so keep them happy

Cloud Computing Platform for Call Centers

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Cloud Computing Platform for Call Centers

Customer service is a defining factor in the customer experience that influences customer’s action at every stage of business right from the customer’s purchasing decisions to sticking to your brand, referring to their friends and family, and of course revisiting to buy again. Hence, to offer top-notch seamless customer service is not possible without setting up a system that enables your customer service representatives to engage with your client in a positive environment. This is where cloud contact center comes in picture. It is a simple, reliable technology that takes performance of your customer service team many levels higher and offers the customers with a great experience of doing business with you. Cloud call center software or platform is an easy to use, simple to install, and a complete, unified, cloud communication system designed to support multichannel or Omni-channel communication between customers and agents. It optimizes customer experience as well as customer service staff experience.

 Call Center VS Contact Centers

Before taking the discussion further, let us understand the difference between call center and contact center. While call centers and contact centers provide the same customer service and enable us to connect with our customer and vice versa; the difference lies in the kind of communication channels they use. Call centers use a single channel, a single tool, i.e. the phone to connect with the audience. Contact centers on the other hand, uses several communication channels to communicate with the customers. Call centers were the norm before digitalization. Contact centers emerged post digitalization. Digitalization revolutionized the experience of communication, infusing ease, seamlessness, and continuity like never before. Defining Cloud Software Call Center Cloud Contact Center is a web-based software solution or platform that enables an organization to handle its inbound and outbound communication with the clients and other associates. As it is clear from its name, this software is based on the cloud, and there’s no need for a physical space to set up or install this technology. Gone are the days of traditional call centers where entire floors would be dedicated to wired machineries, complex circuits, electrical connections, hardware, and so on; and a set of engineers always on alert, looking for red flag. This is not the case with cloud call center software. This technology being cloud-based can be accessed from anywhere, anytime. This gives an organization flexibility to employ customer service team from across the world to scale workforce in order to meet demands as and when they feel the need.

Functioning of Cloud Call Center Software

Whether you decide to set up cloud-based contact center platform in Philippines or Philadelphia, the technology and its deployment process remains the same. It is built around the main technologies of the automatic call distributor (ACD) and the interactive voice response commonly referred to as IVR system. However, this set-up is not limited to communicating with clients or customers just over voice calls. When an organization sets up cloud call center technology, it empowers them to integrate and sync a wide range of communication channels that include email, SMS, live chat, and social media. Syncing of various communication platforms simply means that when a service executive sits on the system, and customer calls, the executive while attending the call can also view all the different actions taken by the customer so far. In a scenario, where a customer had called earlier and had spoken to a customer service agent, and he sent an email and was issued a ticket. Now if the same customer calls and a new agent answers the call, all the previous communication lands on the screen of this new executive and the conversation automatically becomes much more effective and precise. This in turn helps in better coordination in the customer service department. The outcome is quicker resolution of the customer’s problem, and the working experience goes on a new higher level. A happy and a satisfied customer is good for company’s growth. The system also has built-in workforce optimization capabilities that helps the company or an organization to manage the staffing; also facilitates reporting tools through which one can identify the most potent opportunities for the growth, that have not been handled well. It allows the manager to draw the attention of the agent who was unable to handle the customer query in a satisfactory manner and to discuss an alternate way to effectively handle the same.

Shifting from Legacy to Modern Cloud – based Call Centers

When an organization decides to replace its traditional legacy call center technology with the modern cloud-based software, you can be sure of reducing costs, expanding service capacity, improving your service levels, and boost customer satisfaction ratings dramatically. Not to forget this technology offers convenience of being easily accessible; can generate real time reports to offer the process manager a new perspective on its team’s performance from remote location. Cloud call center software or unified communication has a far-reaching impact on a company’s ability to meet customers’ needs and exceed expectations, scale service capacity based on demand, and protect your business data as you walk on the path of growth.

Call Center Software – Complete Outbound & Inbound Solution

inbound contact center

Call Center Software – Complete Outbound & Inbound Solution

 

The pace at which cloud markets are growing globally, cloud based call center software are an ultimate tool for customer service.

To retain customers in today’s environment of cut throat competition; to give them reasons to stay with us, there are many factors we can’t afford to underestimate. First is the personnel managing interaction (help Desk/Reception) & second your Cloud Call Center Software. Both ought to be well oiled to drive home better CX, improve productivity, cut down on internal resources (expenses) among others.

Inbound & Outbound Cloud Call Center ;

Cloud call centers can be inbound or outbound. Inbound cloud call centers receive and answer calls. Handling customer complaint, scheduling doctor and other appointments are duties of an inbound cloud call center team. Outbound cloud call center agents make calls. Sales call, lead generation, market research, telemarketing are some of the duties and roles of an outbound call center representative. 

Cloud contact centers offer greater scalability, improved efficiency, and lower costs to companies. They are an ideal choice for businesses looking to optimize customer service practices with maximum efficiency. 

Easy to Install; Offer Greater Flexibility

Cloud call center software is a hosted & easy to install solution. It comes with processing facility which helps organizations to hire representatives, agents, or employees from different parts of the world. It then provides an interface where employees of one company hosted in different locations work as a team with optimum efficiency.

Easy to Install; Offer Greater Flexibility

People working on cloud call centers have reported improved efficiency. Cloud contact center is an intuitive interface, supported by AI. Cloud call centers are equipped to handle customer data across various channels and can resolve tickets on time.

Cloud call center has features like ACD, IVR, prioritized callbacks etc. It saves everyone’s time. Precise routing enables callers to get through to the most qualified agent to ensure the issue is resolved quickly.

IVR is a speech recognition technology integrated into cloud call center software which directs the caller to the relevant department. It is used in inbound as well as outbound cloud call centers. ACD is Automatic Call Distribution. It routes the caller to their desired destination. It ensures customer’s call reaches the help desk that can quickly and efficiently resolve the issue for them. 

Scalable Software – Can be expanded based on usage

Cloud call center software size can be stretched or reduced based on usage. Meaning, the software offers unrestricted scalability. A growing company that suddenly receives spike in calls or enquiries; or receives high traffic on particular days can employ additional staff and the same cloud call center software can be scaled to meet the increased usage.

High Speed Video Calls Create Better Connect

Unified Communication platforms facilitate high-speed video conferencing & chats which create an instant human connect and take the experience of doing business at a different level. It minimizes the need (and hence the cost) of business travel. Employee collaboration becomes far simpler and more effective.

Organizations can upscale or downscale usage with a click

Unified communication facilitates a growing business scope to upscale instantly with a click of a button. Likewise, if one of the branches of the office is shutting down, you can reduce usage instantly without having to unplug or dismantle infrastructure etc. Unified communication also enables you to carry office with you on your personal mobile wherever you go without having to carry office laptop. All you have to do is download the app on your mobile and you are sorted.

The evolving communication trends have changed the face of the business. As IT continues to evolve, it will come up with better ways of doing businesses. Unified Communications solutions will continue to reign supreme and drive digital transformation. Unified communication creates higher operational efficiency for businesses, improves user experience and businesses scale with ease in UC environment.

Cloud Call Centers better equipped to handle natural disasters

Cloud solutions offer stronger disaster recovery functions vis-à-vis standard equipment and standard office infrastructure. When natural calamities occur, business workflow is impacted. However, organizations using cloud call centers ensure there is no disruption in operations. Executives can remain in touch with customers through mobile devices when connectivity is disrupted.

Qualities to look for in an inbound or outbound cloud call center executives

These are generally and mostly entry level positions and call center executives can take up part time or full time remote jobs. You ought to be a quick thinker, patient, and someone who possesses natural flair for communication and can quickly put the person at the other end at ease. This is a demanding role and other qualities more to do with the profession may include knowledge and experience.

Efficient Executive + Superior Cloud Call Center Software = Top Class Outcome

When an efficient call center executive gets to work on a superior cloud base call center it empowers him/her to deliver an excellent job. The combination drives home better productivity and performance. A good routing system that is part of good loud call center software ensures the call reaches the desk of an agent who is a pro at solving such issues or addressing queries of similar nature.

A good cloud contact center keeps up schedules and reduces downtime. If offers a real-time insight and KPIs which helps to improve sales as well as service. The biggest advantage of it is that it allows employees to work from home. The tools available in cloud center software facilitate interoffice unified communication with ease. Plus, it can be integrated with several business tools.

Cloud contact center offers benefits to customers as well as businesses. Employing trained agents on cloud contact center leads to super customer experience. Issues handled efficiently by call center executives earn the organization appreciation and positive reviews from clients. Workers also feel empowered when they work in amicable environment and are able to resolve client issues. With features like efficiency, security, and scalability call centers are at the top of their game.

 

Contact Your Customer With Cloud-Based Call Center

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Contact Your Customer With Cloud-Based Call Center

Call center software has traditionally been known as a phone service for resolving customer issues. Though it remains a prime customer engagement method, many communication channels have developed and taken the quality of customer’s experience of doing business online, a lot higher.

We’ve created this blog to share information regarding important aspects of installing and integrating cloud-based call center software for the sales force of your enterprise. You’ll learn about difference between call centers and contact centers as well as their features and functionalities. Through this blog we will also throw light on points you ought to keep in mind to select the best contact center software for your business.

What is Cloud Based Call Center ?

Cloud-based contact center is advanced functionality software which empowers an enterprise to handle customer calls and engage in customer interactions via web. Cloud software service provider’s job is to customise and install technology or system for a business house that will help businesses of various kinds to create a better experience for their customer. The contact center software primarily focuses on providing multiple communication channels, viz. phone, social media, email, text, live web chat, that client can choose to interact with the organization based on his/her convenience. Cloud software service offers advanced functionality which goes beyond dialing and receiving calls.

Customer Interaction is a critical part of any business irrespective of size of business or its geographical location. Modern online customers use email, chat, social media and text to connect with clients they want to engage in conversation or business with. This trend of connecting via diverse channels has seen a steep rise in recent times. Considering it, the need to modernize the call center has become imperative; and more and more business houses are showing interest in installing the upgraded cloud- based call center software.

Demand for Call Center Software Solutions on Rise

Every competent business organisation that wants to stay at the top of its game should consider adding as many communication channels in order to give its customers a superior business experience. No matter where your business is based, Vietnam or Philippines, call center software has the power to strengthen your engagement with your potential client improving your chances of success manifold.

How Does Cloud Contact Center Service Work ?

Cloud contact center software facilitates multiple communication channels for incoming & outgoing interaction between a customer and the business via voice, text, ticketing, social media and video communications with help of a high-speed internet connection. This is also a very convenient and hassle-free option because when an enterprise hires services of Contact Center Software Service providers, responsibility to handle the technical setup, equipment, and maintenance of the servers lies with the Contact Center Software Service provider.

How Does Contact Center Software Service Work ?

Business houses that opt for cloud-based software solutions neither have to purchase any telecom hardware nor worry about the installation and its maintenance. When you choose powerful & easy-to-deploy-and-use call center software, it lowers your IT infrastructure installing cost and improves Return on Investment (ROI). What your business get is a full-featured, multichannel contact center with advanced functionality to deliver better customer experiences.

Difference between Cloud Based Call Center & Contact Center ?

Businesses using cloud-based call centers are equipped to handle heavy flow of incoming and outgoing phone calls as the software offers scalability. Representatives or sales team interacts with customers over phone in real time from office or remote location (home, holiday).

On the other hand, business that deploys cloud-based contact center software, sales team or representatives handle enquiries and interact with clients not just over phone, but via multiple channels that includes phone, email, social media, text message, and live chat.

Also, cloud based contact center enables representatives to access and view customer data and past interactions from all the channels they may have used in their previous interactions. Access to such information helps sales team to offer support & solutions which the customer is expecting. Sales team has the option to choose to reply between text message, live chat, call with a software-based dialer, ticket etc.

Factors such as secure data integrations and access to data that can solve clients’ issues to their utmost satisfaction makes cloud contact centers an ideal solution for overall growth of business. It is an effective tool for sales teams to set their organisation on the path of growth.

Advantages of Opting for Cloud Contact Center Software

Demand for cloud software service providers is on the rise. Whether you want to hire service provider of call center software in Philippines or New York, everyone agrees it is a highly modern, business-friendly, feasible & effective tool. The set-up & installation of cloud contact center software is quick. Maintenance costs are low. Business data is stored in cloud, in a highly secure environment. The software enables user to work from remote location. It helps users to perform at their optimum; improves efficiency and productivity of the team using the system. The software is scalable, meaning when volume of calls increases it can be managed on the same software and there is no need to replace to upgrade the installation. Last but most important, it takes customer experience many levels higher, improving organisation’s chances and pace of growth.

Those planning to shift to cloud contact center software should also read ‘How to choose the best software?’.

Dated : March 2, 2022.

Cloud Contact Center for Global Customer Care

omnichannel

Cloud Contact Center for Global Customer Care

An Omni-channel contact center is a cloud-based customer service function which gives customer a choice to interact with the host via multiple channels. In other words, Omni channel contact center is a platform that offers assistance to your global customers to communicate with you, through multiple channels like phone, social media, email, text messaging, video, or live chat as per his/her preference & convenience.

Hiring services of cloud software service provider or Omni-channel contact center service is a highly recommended and sought-after option in modern business environment. The new tool offers an entrepreneur more flexibility and convenience compared to hosting one on a local server. Omni-channel software service is also equipped to meet an entrepreneur’s requirement of extra bandwidth instantly, saving a considerable amount that s/he may be required to spend on a complex and expensive update if they have their own IT infrastructure.

Customers in the course of processing a business transaction often don’t stick to a single communication path i.e. they are likely to switch between a mobile app, email and a phone call in the course of transacting a business. This is where hiring Omni channel contact center proves to be effective as the software offers a good customer experience as it offers liberty to seamlessly switch back and forth across channels. Cloud based services also facilitate customer’s details of the transaction history at every touchpoint, which customer as well sales representative at the other end finds extremely convenient.

Omni Channel Contact Center elevates a customer’s experience of doing business with you at every step. Suppose a customer decides to initiate a live chat to sort out a confusion in the order placed and in the meantime the representative from the other end is proactive and calls the customer and helps to sort the confusion out; or sends the transcript of entire chat after solving the problem on email or mobile… these things add to the positive experiences for customers, helping the business to grow.

While choosing cloud software service providers or choosing Omni Channel Contact Center, businesses need to ensure that they have the right technology that can seamlessly handle routing of contacts from multiple channels. Their workforce management system should be adept at forecasting volume for the different channels and assign jobs to multi-skilled agents based on the volume. At the same time a reliable cloud software service provider who hosts and maintains cloud based technology should provide customer service team with history of customer data that can help them to offer better level of service. With a good cloud based software system in place a company can smoothly and holistically run its contact (or call) center operations.

Hence while choosing cloud-based software service providers or Omni-Channel Contact Centers to serve your global audience, make sure their routing and interaction technology is flawless, workforce optimization system is in place, analytics offer relevant insight, and data that is easy to understand and decipher. Working with a technology driven, intelligent service providers has the potential to take your business a long way.

How can we set up a cost effective contact center!

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According to Global Workplace Analytics 80-90% workforce in call centers who are in telecommunication roles would like to work from home, this is even before the pandemic. Now post pandemic this has become the need of hour and now most of the workplace has been shifted to remote.

There is a huge pressure on businesses these days to shift their contact center agents to work from home to meet the customer expectations during this challenging and testing time.

So here in this small blog post I will share easiest yet pocket friendly process for setting up a home-based contact center within few days and how it will help to improve your employees and customer experience.

The appropriate infrastructure –

For any office setup infrastructure cost is one of the major parts from the total budget. Where in here its just opposite, we do not have to invest much on infrastructure, and we will save more than 1/3rd cost.

All we have to provide agents a working internet, a headset and a smart phone. Smart Mobile phone is the most suitable device people use more conveniently these days. So, we must convert the smart phone into the full-fledged call center.

Cloud based Contact Center Software –

A cloud-based software is again a pocket friendly solution for your remote call center. You do not need any special hardware to set it up. Any window-based laptop, iPad or the mobile phones are compatible with cloud-based contact center Software.

Telerain has got a very flexible remote contact center software which is designed specially to keep such scenarios in mind. It offers you many inbound and outbound advance facilities which will not only save your costs but also improve your customer experience. When there is surge in incoming calls than the required number of agents will be active and when there is a down time it will be automatically changed.

Security Compliance –

One of the most important aspect to look for setting up work from home, we need to provide a secure access to the agents and the employees. The data exchanged between customers and agents must be secured and there should be proper compliances to follow for the security.

Prepare a helpdesk for the agents –

To resolve any technical issue, there should be a backup helpdesk team who can help the call center agents for any kind of trouble shooting and this helpdesk should be open 24*7.

Once we are done setting up a home-based contact center the employer must keep in mind as it is the new practice for both and there are several challenges in anything new. So, the employees and employers must be opened to accept the feedback.

Supervisors should support their agents to do a better job. They can do video call meeting not to miss that face-to-face essence. Monitoring and coaching should not stop. Teach your agents to maximize the benefits of AI. Ai will help agents to perform their task in the best way, what actions should be taken when and this will lead to the better customer experience.

There must be some fun activities during weekend or when there is a down time in inbound calls. It will keep your employees happy and motivated and will keep you connected with your employees during this difficult time.

When employees will be working from home, they will also save on some costs like commuting to office everyday and lunch etc. Now they will be happier as they are with their families in this difficult time, and they are safe too as they don’t have to go outside.

 “Happy employees ensure happy customers. And happy customers ensure happy shareholders-in that order.” By Simon Sinek

In a nutshell we can say, post pandemic business will witness the most responsible employees who needs minimum supervision and the work from home will be a more welcoming scenario as its cost effective for employees and employers both. The automation will be on the peak, companies like Telerain will keep adding more features to the existing software to make it more flexible and reliable.

Best features to look for in a call center software to boost the performance in 2021 – and how Telerain fulfills those requirements

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We all have been facing so many challenges for the past two years. Continuous improvement in technology empowers your workforce and keeps them ready to meet customer expectations through phone, email, chat, social media, or any other channels.

As we look forward to 2021 or even in the coming years, there will be a continued emphasis on providing the best customer experience, so here we are sharing a few top features we must have to maintain the quality levels.

  • Cloud – Due to the pandemic, most of the call centers have been shifted now to work from home. To continue the work without getting any impact on business, companies have been shifted to the cloud networks and it will continue the same way as the safety of staffs has become the topmost priority of any organization.
  • Omnichannel routing – These days customers want flexibility, and they are free to get in touch through any channel, Omnichannel routing helps you to put all your contacts together in one basket and then holistically routing them.
  • Advanced skills-based routing – The call gets routed to the best-fit agent according to the requirement or the nature of the call, this indeed helps to meet the customer expectations as well as the agent’s level of satisfaction.
  • IVR – At the beginning of a call, only customers don’t want to be kept on hold for a long time or they don’t want to keep pressing the buttons to reach the desired outcome, AI powered interactive voice response service helps customers to connect well and gives them the flexibility to use the menu.
  • Natural speech recognition – IVRs with natural speech recognition eliminate the press button option, instead, customers can simply say, “I want to cancel my ticket,” or any other phrase without needing to be prompted with options, and the system will understand them.
  • Call backs – These days during pandemic huge call flow has become one of the biggest issues in centers which is leading to a long waiting queue while transferring any call. This is creating a lot of impact on customer experience. So, keeping this in mind we have added a feature in our IVR which will keep the customer informed about the exact waiting time and also give them an option to receive a callback.
  • Outbound capabilities – Not only inbound, but we also help you to control your outbound activities as well like sending text messages to the customers regarding any upcoming promo or any kind of changes in their reservations or any other schedules they get an auto call with an option to talk to the agent further.
  • Artificial intelligence – Artificial intelligent helps to make smart forecasting about future call flow while agents working from home, can send you the historical data with a prediction of future calls. In short, it’s one of the best technologies to help you to do advanced planning.
  • What-if scenarios – What-if scenarios help give you accurate forecasting data. It will help clients and the agents; clients will not have a huge call waiting in a queue while agents will be already prepared to handle the expected call flow.
  • True omnichannel reporting – This will give you a consolidated report across all the channels with the call center’s performance.
  • Configurable dashboards – We give you the flexibility to generate your dashboards based on the KPIs for the different departments.
  • Simplified coaching process – We will help you with quality management also which will help you to monitor the CX levels. The best quality management software provides workflows that streamline the coaching process, plus they provide ways to measure the effectiveness of coaching by tracking coaching sessions and quality dashboards.
  • Screen recording/Call recording – Telerain’s software will have a live call recording facility on the screen. We can record any call and any data. At any point in time, you can hear or review the call and you can review the performance of individual agents.

This pandemic has forced organizations to think about how well they can serve the customers without any exceptions. No matter where your employees work, Telerain’s technology will help you to retain your employees and customers both.

Advantages and Features of Cloud Software Services

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Cloud software services are highly beneficial for any business. It enables you to set up a virtual office that gives you the flexibility of connecting to your business anytime anywhere. Virtual offices and remote work is the need of the hour owing to the pandemic situation across the globe.

Let us see in details the advantages of moving your business to the cloud:

  • Cost Savings – People are a bit sceptical for shifting to the cloud as they hesitate to shell out money for the initial investment but they completely overlook the savings they are going to have in the future. Moving to the cloud significantly reduce the cost of managing and maintaining your IT. There’s absolutely no need to purchase expensive system equipment as you can use the resources of the cloud service provider thus saving your money.
  • Remote Working – This is the major advantage of cloud software services. The remote working concept is flourishing as people tend to opt for it saving money and also the environment. If experts are to be believed the virtual offices are going to rise in the near future. This remote working is beneficial for both employers and employees. The employers don’t need to rent and office space, buy the machinery and set up the infrastructure. While the employees enjoy working from the comfort of their home rather than wasting time and energy in commuting, thus saving money and the environment.
  • Security – Security of the data is a major concern for many businesses when it comes to cloud computing. But, actually, your data is safer on the cloud rather than the in house systems. In cloud computing, the data is encrypted, transferred over networks and stored in databases. By using encryption, the information is less accessible to anyone unauthorised person and to the hackers.
  • Flexibility – If you invest all your time in data storage issues, then probably you won’t be able to concentrate on your business goals. But, if you outsource all the IT hosting and infrastructure, all your time will be spent on achieving your business goals. The cloud certainly offers more flexibility to businesses. If you need extra bandwidth, the demand can be met instantly without undergoing any complex and expensive update to the IT infrastructure. This ability to quickly meet the business demands makes cloud environment a must-have for any business. Cloud computing gives you flexibility in your work. With the data stored in the cloud, you can access it from anywhere anytime, all you need is good internet connectivity.
  • Business Continuity – For business continuity, protecting your data and systems is very crucial. When your data is stored in the cloud it is always safe, whether a power failure, a natural disaster or some other crisis, the cloud environment ensures that the data is backed up and safely stored in a secured location. With the data secured and available to access again quickly your business will never suffer any downtime or loss of productivity.
  • Collaboration – When you have two or more people working together as a team, then collaboration is a top priority and cloud computing makes it a very simple process. The team members can view, and share data easily and securely through the cloud platform. Even if you have a team spread across different locations cloud computing is the easiest and safest way to give the employees, and contractors access to the same files. Also, this model makes it easier to share the records with your financial advisers.    
  • Automatic Updates – You get access to all the automatic updates for your IT requirements. The access to automatic updates mostly may be included in your service fee. The cloud computing service provider, regularly update your software with the latest technology. This includes updated versions of software, as well as upgrades to servers.
  • Quality Control – ‘Quality’ is important for the success of any business. Poor quality and inconsistent reporting may be detrimental to your business. But, if you opt for the cloud environment all your data, documents and information are stored in one place and in a single format. The same information is accessed by all the employees thus maintaining consistency in data, having clear records of all the updates or changes and avoiding human errors.
  • Being Competitive and Attracting Talent – Though cloud computing is becoming popular, still there are many who think, it is not their cup of tea. Well, that’s an individual choice but by not opting for the cloud environment you are certainly on the back foot than your competitors who have done so. Cloud Contact Center Software gives you a competitive advantage. Also when you follow cloud computing you attract the talent as people want flexibility in work.  The new generation employees especially reject the traditional working hierarchies and are keener on the possibility of remote work. This can be easily achieved by cloud computing.