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Changing the Game for Call Centers with Enhanced Reliability

July 6, 2021
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In some ways, cloud technology seems like it was made for a call center operation. The emergence of new cloud-based data storage and delivery models and innovative cloud services has been a game-changer for businesses maintaining and growing call center operations.

What’s the advantage of cloud technology for call centers? The short answer is that cloud services allow call centers to quickly deploy, manage, and enhance the platform’s overall reliability. There are particular costs, challenges, and responsibilities involved in running a call center, and cloud services can help manage these efficiently, with a higher level of versatility and automation.

Simple On-Site Systems – No Hardware Requirements

One of the critical ways the cloud drives improvement in call centers is telework and remote work principles. Cloud systems can make it easy for managers to locate agents anywhere they need them.

In the not-so-old days before the cloud came along, all of the masses of data that call center operators accessed from desktop workstations had to go to physical in-house servers storage centers with a finite capacity. They required a lot of maintenance and calibration. It was an everyday sight to see a harried manager or a member of in-house IT staff wrangling wires, trying to cool a server room, or pursuing all of those other mundane tasks related to taking care of the physical part of digital data storage.

Imagine the relief these professionals felt when they and everyone else realized that you could just call a vendor, arrange for off-site data storage, and focus on improving your business processes. Cloud has reinvented and reinvigorated the call center by allowing for a very different focus and resource allocation, away from handling in-house hardware. That’s a key reason, according to Invensis, over 50% of call centers operating today have utilized cloud services, and that more are expected to in the future.

This guide from TCN provides a compelling description of how cloud contact centers save businesses enormous sums of money. Then there’s this resource from Five9 showing how cloud services become an integral part of a smooth, well-functioning call center “machine,” along with call tools like auto-dialers, virtual response technologies like IVR, workforce management tools, and customer relationship management platforms. Essentially, the cloud frees all of that call data to be stored and accessed in more versatile ways while cutting costs for operating companies in a big way.

On-Demand Service and Functionality

Another buzzword that sprang up around cloud use is the term “on-demand.” Many executives started saying it without really understanding what it means.

On-demand is about much more than just convenience. It’s not just a way to order services; it’s a pivotal way to allocate resources better over time. And it’s perfect for call centers, which constantly add and drop volume in a volatile, dynamic role.

This guide from EvolveIP shows how many companies “oversubscribe” when it comes to phone lines and how dynamic workloads cause headaches. These are the types of problems cloud services are built to get around: with on-demand service, the cloud vendor scales up to fit the capacity and drops back down when that capacity is no longer needed. Some services talk about “subscription models” where clients pay per 100 calls or by some other scalable metric. Again, this allows a company to work free of those old restraints where in the past, a call center had to add hardware or recalibrate to reach peak performance.

Measuring Use and Productivity

Another significant benefit of the cloud is that in conjunction with other tools, many of these systems make it easier to measure all of those key performance indicators that are so important in a call center, from call minutes to operator calls, to amounts of bandwidth used on a network. In fact, with cloud systems, agents don’t have to be in-house: anyone working remotely can also be tracked in the same ways, as long as they are in the cloud call center environment.

Tracking these productivity units is so essential in telephony that professionals came up with a strange, science-fiction-sounding term to describe a similar process: the erlang.

The Erlang, as described by scientists, is the full utilization of a cord circuit for one hour. With significant changes in networks over the years, call center operators are not likely to measure in erlangs, but they will use things like gigabytes per second. 

Cloud services can help, not just because the vendor tracks calls into and out of the client’s network but because many of them offer analytics resources that make all sorts of other network activity more transparent. It’s not hard to tie these into scheduling and call productivity monitoring, the management of calls by agents, and the general utilization of resources by staff.

In short, the cloud is perfect for the call center. It gives companies a much better engine for flexibility, ramping up call center activities, knowing what’s going on with bird’s eye views, and building and refining protocols for serving the end clients. Now that’s something call center operators can take to the bank.

Looking for someone to help you navigate through the complexities of a call center? Corporate Technologies Group has your back! We partner with man large call and contact centers like Five9, NICEIncontact, 8×8, and many others. We can help you find the right solution that fit’s your unique business needs. Contact us today!