Cloud Contact Center Solutions: Meeting Your New Year’s Goals

Coud Contact Center Solution Achieve Goals image

Jan 17, 2020

Posted In: Blog Author: TCN

New year, new possibilities, new goals. It all seems so hopeful and exciting until you realize hitting those targets means some big changes.

Between monitoring and reviewing employee performance, managing call lists and teams and all the back-end IT which goes into a call or contact center, directors and managers rarely have any free time.

But what if directors didn’t have to do so much on their own? What if they had a software tool that automated processes, streamlined workflows, and minimized costs?

Try ringing in the new year with cloud contact center solutions.

Jump into today’s blog, to uncover the budget slimming, time-saving goodness that powers the cloud advantage.

Why Cloud Contact Center Software?

Cloud contact center software offers unprecedented wins for every call center, but low-cost scalability still positions cloud contact center software’s market disruption.

Directors know all too well how important it is to control expenditures for an upgrade. The ability to scale service up or down is key to keeping costs at a reasonable level.

Overhauling legacy systems means installing new hardware and configuring it to all computers and systems in the office or building. This is a long process, but it’s not the end:

  • New IT infrastructure must be managed to handle the rig.
  • Software must be installed for the hardware to operate.
  • The new software has to be integrated with existing software programs.
  • Phones must be paired and labeled to ensure calls are going to the right desks.

Running your call or contact center from the cloud, however, means the service provider handles almost every aspect remotely, from storage to integrations to new reporting and functionality – log in to the platform from any computer with a headset and you can start managing and taking calls.

It really is that easy. Spin-up time for TCN, for instance, happens in days, not weeks or months.

That why switching to the cloud, once again, reduces costs without sacrificing gains to call center performance or interrupting essential production responsibilities.

Now let’s take a look at the specific features cloud contact center solutions provide that directors can use to hit this year’s targets.

How Cloud Contact Center Solutions Help You Reach Your New Year’s Goals

Volume-Independent Call Management

A cloud contact center solution allows directors to manage broad scope and regulate call volume through two indispensable technologies:

The interactive voice response (IVR) system and the automatic call distribution (ACD) system.

The IVR greets callers using pre-recorded messages and allows callers to punch in commands or speak them into the phone to find answers to their own questions.

From paying bills to checking balances, an IVR system lets customers perform tasks without ever talking to a live person – reducing the number of people tying up agents with simple queries.

When a caller is ready to speak with someone, the ACD system directs them to an agent.

But not just any agent who’s available…

Agents are chosen by the ACD system based on which one can best serve the customer on the other line.

Or if no agents are available, the customer can always request a callback instead of waiting on hold.

Manage Your Workforce in Minutes

Cloud contact center software gives you total control over workforce management (WFM), from scheduling, forecasting, performance checks, and live monitoring.

Directors can empower their managers to monitor metrics like schedule adherence, first call resolution, and customer satisfaction, as well as real-time cost visibility.

Imagine not having to “hope” your volumes justify the expense of the system used to handle them.

Business intelligence (BI) metrics can also be organized and accessed through cloud contact center solutions. That means call center directors can stay up to date on the latest developments, volume trends, performance issues, and the impact of process changes.

Records and Analyzes Calls

Call recording with voice analysis is a critical tool for outperforming competing interests.

For one thing, you’ll rapidly create a team of compliant agents. Keeping agents compliant with TCPA and PCI and a handful of other regulations helps the entire company stay on the right side of the law.

How’s it work?

If managers are concerned about call quality assurance, they can listen to conversations in real-time and step in on the agent’s behalf if they’re struggling to provide excellent service to the customer.

If issues arise due to the visibility you gain from reports, you can look at any call while you see what actions the agent took on their computer.

Finally, voice analysis shortens a call review by flagging:

  • Your chosen “red flag” words
  • Calls where mandatory disclosures or asks weren’t properly executed
  • Silences
  • Moments of high vocal stress which indicate displeasure or other high negativity emotions.

Cloud Contact Center Solutions Really Work: Want Proof?

We know directors don’t want to waste time with fluff.

That’s why we put together this case study showing how one collections agency improved their productivity, customer satisfaction, and overall effectiveness simply by using cloud software for their contact center.

Get the First Collections Services case study for free today to see how TCN can benefit your contact center.

By the way, nice job avoiding those office donuts! Maybe this year, you can chalk up a second win come December.

About the Author: TCN

TCN is a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies worldwide. Founded in 1999, TCN combines a deep understanding of the needs of call center users with a highly affordable delivery model, ensuring immediate access to robust call center technology, such as predictive dialer, IVR, call recording, and business analytics required to optimize operations and adhere to TCPA regulations. Its “always-on” cloud-based delivery model provides customers with immediate access to the latest version of the ClearTouch solution, as well as the ability to quickly and easily scale and adjust to evolving business needs. ClearTouch serves various Fortune 500 companies and enterprises in multiple industries, including newspaper, collection, education, healthcare, automotive, political, customer service, and marketing.