Moving your call center software to the cloud is a great way for your call center to maximize workforce efficiency while optimizing costs and spending. A cloud-based call center solution can boost your business performance and improve your business dynamics when done right. Here are tips on how your call center can get the most out of cloud-based call center software.
Figuring Out Call Center Agent Staffing
Cloud-based call center software is cost effective because it moves all hardware and software into secure data centers, allowing businesses to get access to call center software through just an internet connection while factors like maintenance, hardware and software updates, and professional services are handled by the call center software provider.
To get the most out of your cloud-based call center software, however, your business should figure out agent staffing requirements and how many seats your business needs to handle the call volume. Calculating the right call center staffing level for your call center should rely on what your customer service goals are, metrics like average handle time, CSAT, NPS, and first call resolution, and call center attrition.
Considering Outsourcing and BPOs
Depending on the use case and call volume, your business should consider outsourcing call center functions to a BPO. BPOs often have a large amount of resources and professional agent training. Depending on the platform that the BPO utilizes, BPOs can tailor their call center software to match the use case that you need to provide customer service to your industry.
One of the main benefits of outsourcing is improved cost effectiveness. Call center outsourcing eliminates the need for in-house call center staffing and analytics, lowering your internal overhead costs. Call centers have everything you need for CX operations, including computers, work stations, agents, and internet access.
Another benefit of BPO outsourcing is adaptability. Since call centers experience peaks in call volumes, BPOs can handle these peaks and valleys with ease since they have high quality staffing. BPOs that utilize cloud-based call center solutions can easily match changing seasonal call volumes and provide the flexibility and scalability your business needs.
Ensure Compliance and Security
Another big factor you need in your cloud-based call center software is that it is compliant with the regulations and rules of your industry. Especially for industries like the financial and healthcare industries, you need a call center software that is compliant with specialized regulations. This includes regulations like HIPAA, TCPA, PCI, GDPR, and SOC 2.
To get the most out of your cloud-based call center software, ensure that it has security features that keep data secure and the transmission of information secure. This includes features like advanced encryption features, proactive monitoring, secure data storage, comprehensive security evaluations, regular software updates, comprehensive audit trails, access controls, security privileges for special roles, erasure of any interactions, and comprehensive records of every interaction.
Utilize Quality Assurance to Monitor Performance
Finally, to get the most out of your cloud-based call center software, ensure that it has the technology to monitor agent performance in the contact center. Monitoring agent performance is crucial to ensuring that you’re getting the most out of your call center operations and to optimize workforce performance.
To get the most out of your cloud-based call center software and call center operations, ensure that the platform you’re using allows you to monitor all digital channels on top of traditional channels like voice and email. This means having a cloud-based platform that can monitor channels like messenger apps, SMS and texting, web chat, and more.
Bright Pattern’s cloud-based call center software, for example, is able to monitor interactions on all of these channels utilizing best-of-breed AI and sentiment analysis. Bright Pattern is an omnichannel platform that allows supervisors to monitor interactions on all of these channels easily in one unified reporting dashboard.
Bright Pattern’s Cloud-Based Call Center Software
Bright Pattern’s contact center software is based on the cloud and provides many benefits to companies and businesses looking to optimize their call center performance and improve CX in the call center. Bright Pattern provides technology like comprehensive CRM integrations, AI integrations, omnichannel quality assurance, and more so you can get the most out of both the contact center software and your call center agents.
