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Benefits of moving your call centers to the cloud

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Ambreen Sajjad
Benefits of moving your call centers to the cloud

Call centers in India are considered as the key component of different small and large scale organizations, especially those who provide complete customer support and offer efficient engagement. The traditional call centers are quite costly to implement as we need to use some large capital investments and advanced IT support. In addition, we need to make different changes to the overall system which might be very time to consume and complicated.

Today, most of the businesses in India tend to find different ways to decrease the overall operating expenses and enhance the productivity so they can serve their customers in the best way possible, and undoubtedly the hosted call center is the answer for today’s call center marketplace. Because these call centers consider high-quality VoIP technology with the help of VoIP provider in India to get efficient support inflexible budget.

  1. Great Financial savings:

You will experience minimal upfront costs, low maintenance fee structure, and the “pay as you go” kind of model that would make an ideal choice for today’s businesses.

  1. Flexible work options:

The ease of managing and provisioning the remote agents, and the ability to choose a one common or central queue that helps route calls to different agents regardless of their time & location, mainly allows the major flexibility that was not available previously.

  1. Increased operational flexibility:

The basic ability to scale up and down and handle some highly fluctuating call volume quickly, without even changing or disrupting the whole infrastructure, would certainly change the way you are operating your business.

  1. Access to latest technologies:

Low costs and risks to access some amazing features such as video call centers always ensure that your business has the reliable communications tools available.

  1. Strong business continuity:

With the help of hosted architecture, the customer calls can be easily queued and then re-routed to different alternate locations in case of service disruption. You will always have a strong business back up plan no matter what is thrown your way.

Key features of hosted call centers:

Here are few benefits mentioned that can help run your cloud-based call centers more efficiently.

  • Call recording:

This features record agent’s calls for their basic training purposes and to improve the overall customer experience. This may even provide you with a complete record of what was mentioned over the call in case of any dispute with the agent or customer.

  • Automatic call distribution (ACD):

You can decide how you need all the incoming calls to be routed and their standard of the importance of every type of call. The calls will simply route to the most appropriate agent based on their skills & department and the purpose of the call.

  • Call Queues:

This feature mainly allows users, departments, and teams by queues. Callers would be routed efficiently to the next available call center agent in the most appropriate queue based on the call distribution policy you select.

If you want to learn more about hosted call centers, and their positive impact implementing on your business, you can consult with the professionals of VoIP Terminator to get advanced solutions and guidance.

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Ambreen Sajjad
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