What Are the Benefits of Moving the Call Center to the Cloud?

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Cloud-based call centers can help cut costs, improve ROI and allow for remote access.
More than ever before, businesses are adopting cloud computing technology for a wide variety of uses, and now it's making its way into enterprise call centers, leveraged to help representatives connect better with customers.A report by Aberdeen Group found that 34 percent of businesses surveyed used a cloud-based call center in 2012, and an additional 28 percent of companies plan to implement cloud contact centers by the end of 2013. As more organizations implement cloud contact centers, it can be worthwhile to take a closer look at how this is impacting business as a whole.

How does a cloud-based call center impact business?
One reason that cloud-based call centers are gaining popularity is that hosting hardware off-site eliminates the need for businesses to invest in complex and often costly on-site installations, according to Call Centre Helper. Applications are delivered over the Internet. These applications are dynamic, providing representatives with the most up to date customer information, which allows them to easily handle consumer needs. Customers will ultimately be happier due to the efficiency of representatives, and companies will be less at risk of potentially losing business.

Aberdeen Group noted that 64 percent of companies chose to adopt a cloud-based call center as a means of optimizing resources to meet rapidly changing consumer demands.

Call Centre Helper explained that a cloud call center also benefits disaster recovery as it enables organizations to respond more quickly and efficiently. When call centers were using traditional land lines, representatives had to be where the office phone system was located. The cloud enables critical business systems, applications and data to be accessed from any location, so if a disaster scenario occurs, businesses are able to ensure important data is not lost and get back online with minimal or no disruption. In fact, Aberdeen Group's report also highlighted that cloud-hosted call centers have 36 percent less downtime and interruption.Additionally, 31 percent of cloud-based contact centers reported updating disaster recovery plans on at least a quarterly basis, and 32 percent of cloud call centers back up data on at least an hourly basis.

A cloud-based call center also offers better return on investment (ROI). Aberdeen Group found that cloud call centers have 27 percent lower annual costs associated with customer turnover than on-site contact centers. The report showed that cloud call center have an average annual improvement in revenue of 13.1 percent. Using the cloud reduces time spent on upgrades and maintenance. Call centers in the cloud can also be deployed quickly, which is a key benefit given the fast-paced nature of the call center environment. Many cloud services providers only charge businesses for what they use and do not require a large upfront investment. Additionally, representatives can access the cloud from anywhere with an Internet connection, so there are no extra costs if the company relocates or an employee works remotely.

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