When you’re trying to manage the call contact center needs of a large corporation, those concerns are likely very different than that of a small business.
While fledgling or small companies may need call center solutions that can do a million things at once, most corporations find implementing enterprise-level solutions with dedicated tasks and technology to facilitate the interactions makes more sense.
Of course, the needs of your company’s call center may likely be quite different than that of other companies. With this in mind, here are some factors to consider when deciding between a cloud-based and on-premises call center.
Cloud Contact Centers
If your company is newly grown or if you have been hesitant about using a more robust solution, making the jump to larger call centers can be a little scary. The trick is to make sure you know what you’re getting yourself (and your company) into. The biggest and foremost concern will be whether you will be better served with an on-premise or cloud contact center.
When your call center operations are in-house, you get to keep an eye on everything, but that’s really the only advantage. Cloud-based call centers are relatively new to the scene. In 2008, just a little more than 2 percent of contact centers throughout the United States were cloud-based. Fast forward to 2016 and more than half of the biggest companies in the world have chosen cloud call center technology.
Here are some of the reasons why:
When you choose a cloud-based call center, setup is considerably faster. Meantime, establishing your own on-premise contact center requires the right space, equipment, software and know-how, as well as your ability and judgment to hire dedicated agents. In contrast, you have none of these limitations with a cloud call center. Your vendor has the equipment and the software. They also know how to find the best hires.
Better Technology and Easier Upgrades
As a large company, you also need to consider your setup and replacement costs. If you have an on-premise facility, you will need to take on the expense of upgrading software, replacing equipment and so on. When you hire a vendor to handle your call center services, you’re not on the hook to handle any upgrades.
Access to Best Practices
Call centers also have to be managed. You can hire industry professionals to help you set up your own call center, but there still will be some trial and error. In contrast, cloud call centers already have an entire team of experienced call center managers and supervisors so that everything runs better from the start.
Those performance improvements are not confined to your operations. Cloud contact centers also benefit from enhanced security. These vendors may deal with hundreds of different contracts and leverage economies of scale to put in state-of-the-art protections to your account. Trying to manage all of that on your own won’t have those advantages.
One of the best parts of having a cloud contact center is that they’re inherently flexible. After opening your call center, you may find your needs are different from what you had imagined. You might need more agents, longer open times or seasonal help. Managing all that on your own can be challenging.
Cloud call centers are built to flex as necessary. This means when you need extra agents, you get them. When you need fewer people on the phones, you get that too — and you get that flexibility day or night. You can even use this flexibility to scale your operations as you grow.
The Crucial Advantages of Cloud Contact Centers
Cloud contact centers have some crucial advantages over on-premises call centers. They are quicker to set up, easier to upgrade and often more secure than on-premises operations. Call contact centers can also scale as needed, and they benefit from having so many best practices in place.