5 Benefits of a Cloud Based Contact Center

If you're curious about the top benefits of using a cloud based contact center, then we've got you covered. Learn everything you should know here!

If you're like most business owners, your continuity strategy focuses mainly on natural disasters.

But as 2020 has taught us, it's not just earthquakes or hurricanes that can disrupt the flow of business. Experts predict that 60% of businesses that closed during the pandemic will never reopen.

How can you ensure that yours will be one of the companies that survive? The key lies in thinking ahead and taking steps now to ensure business continuity.

One of those steps is putting your systems on the cloud and using a contact center for omnichannel support. If you haven't considered this option before, here are five reasons why you should.

1. Better Customer Experience

It costs your company six times more to attract and convert new customers than it does to retain current ones. A cloud-based contact center guarantees they'll get excellent service and the answers they need when they need them.

With cloud based contact center, you can hire call center agents anywhere. Having agents in multiple locations ensures your customers can get support 24 hours a day, 7 days a week. That's difficult (if not impossible) to accomplish with an in-house contact center.

2. Easily Scale Up or Down

When you move your company operations to the cloud, you can quickly scale up or down to meet the demands of your business. Cloud based contact center gives you more room for flexibility because you get to avoid a lot of hardware technical requirements just to get to scale up or down.

Do you need more support staff available before a certain holiday or during tax season? Rather than hiring seasonal staff or letting your customer service suffer, you can add agents to suit any fluctuations in volumes.

The same is true during slower periods. Instead of wasting money paying for staff you don't need, you can scale down until business picks up again.

3. Omnichannel Support

Some of your customers will prefer to speak with a live person, while others will happily chat via text or messenger. There are also instances when you might begin with an email or a text and need to switch to a live call (or vice versa).

Another benefit of a cloud-based contact center is an integrated omnichannel solutions. Agents can access the complete interaction history with any customer so they can provide support across any channel they choose. Thanks to the technology the cloud based contact centers use!

4. Greater Security

Do you have the technical expertise and resources required to keep your business infrastructure secure? Probably not. Companies that specialize in cloud-based solutions, on the other hand, have the technical skills needed to maintain data security. 

Cloud-based solutions are held to a higher standard for system security and reliability. In fact, they're the most secure option for businesses of any size. If you are outsourcing your call center nearshore or offshore, you get to have the top priority security access level because the technology is on the cloud. Wherever you are, you can see the call center operations and audit trails.

5. Reduced Costs

With all these great benefits, you might be thinking that migrating to the cloud will increase your business expenditures. For most companies, the exact opposite is true.

You can say goodbye to the licensing fees, maintenance costs, and hiring campaigns associated with an in-house support center. And with all hardware and software based in the cloud, your operating expenses will be greatly reduced.

Are You Looking for a Cloud-Based Contact Center?

The businesses that thrive into 2021 and beyond will be those who take proactive steps today.

SiBS has multiple locations across the Philippines and a cloud based call center you can trust. We strategically hire and train only the best staff to provide the best support to your customers.

Click here to learn more about outsourcing your customer support operations to our cloud-based contact center. You can also send us an SMS text or give us a call at 1-201-907-4788.