What do a toothbrush, your car, and indoor plumbing have in common with cloud call center software? They've all changed the way we do things. Some are arguably more important than others.
When you think of a call center, a particular image probably comes to mind—a large room in an office building filled with cubicles, phones, and desktop computers. For many businesses, that is still how their call centers are structured. But as the market changes, customer expectations are changing as well. Requiring customers to call and sit on hold waiting for a service agent no longer qualifies as quality customer service, no matter how great the support agent is once they pick up the phone. Remote support software options are the future of customer service.
This post will explore some of the ways a cloud-based call center software with live video chat can not only match the service of your current, on-site call center but exceed it.
Before we can start to examine the benefits of cloud call center software, we need to establish what it is. An on-site call center software solution requires hardware on-site at your business, but a cloud call center solution is hosted online by a third party. This means that your support agents can access the software remotely and that the quality of the hardware does not dictate the quality of the software in your physical office.
Blitzz offers an essential companion tool to any cloud call center software called Blitzz Concierge. If you’re ready to dive into remote video support for your call center, consider scheduling a demo with us!
Are you ready to see how you can solve customer service issues 10x faster with remote support? Read on to see the benefits of moving into a cloud-based solution.
Cloud-based call centers give your company greater flexibility than an on-site call center. With your call center software hosted in the cloud, your support team can access the data from anywhere, not just the office. This flexibility allows you to offer staff the ability to work remotely. Remote work isn’t just a positive for your team - it can save you money, too. Offering remote work allows you to reduce your operating and office space costs.
Another plus with cloud call centers is that your staff doesn’t have to be in the same location. Since your team can work remotely, you can hire staff from various time zones. Having a spread-out staff gives you greater flexibility concerning call center hours, allowing you to offer live support to your customers outside of regular business hours. This flexibility benefits your customers as well as your staff.
When your business grows, your customer service needs grow in tandem. If you have an on-site call center, this growth requires a significant upfront investment. Not only will you need to add more staff to your team, but you will also need to add more desks, phones physically, and maybe even more office space.
On the flip side, a cloud call center is much simpler to scale. Generally, it is inexpensive and easy to upgrade your hosted solution to include more licenses. If you have empowered your staff to work remotely, you have also empowered your business to hire new team members without worrying about desk space.
Let’s be clear; a cloud-based call center isn’t free to operate. Still, the costs are significantly lower than the costs associated with maintaining an on-site center. This is because there are a few big-ticket items you don’t need to worry about investing in when your call center is operating remotely.
When opening up an on-site call center, you need to invest upfront in software and hardware. If your call center is cloud-based, your only upfront investments will be staff and software. However, it is essential to note that all fees associated with remote tech support software for call centers are ongoing, as the solution must always be hosted.
One concern many business owners have when considering moving their call center to the cloud is that there may be a dip in service quality. Generally, the actual results are just the opposite: customer service improves when companies move from an on-site solution to a cloud solution.
One reason for this is that a cloud call center can often have more extensive hours of availability than an on-site center. With staff across multiple time zones and no need to worry about paying the operational costs of keeping the lights on for extended hours, you may even be able to offer a 24/7 call center to your customers.
Remote call centers can also leverage the use of features that standard call centers don’t have access to. For instance, you could partner your cloud-based call center software with a remote video support tool like Blitzz. Blitzz incorporates augmented reality features that allow your staff to help customers solve their problems faster and more effectively. In other words, AR transforms the customer experience.
On-site call centers have been an industry staple for decades, but there are benefits that cloud call centers offer that your business shouldn’t ignore. Suppose you are looking for an inexpensive way to offer flexibility and scalability to your call center, all while providing an excellent customer experience. In that case, you may want to consider a cloud-based call center.
Blitzz Concierge is the perfect remote video support integration for any cloud-based call center. Schedule a demo today if you’re interested in seeing how pairing Blitzz with your call center software can level up your customer service experience.