Written by Luis Johnson

4 Questions to Ask Before Converting to a Cloud Call Center

Ask Before Converting to a Cloud Call Center

In the modern business world, enterprise fads come and go. Buzz words and phrases like “synergey” and “outside the box” catch on and die out just as quickly. But a contemporary concept that seems to be sticking around is the idea of the cloud call center. What appeared to be a flash in the pan is demonstrating some merit as more and more business switch from a premise-based call center to a center hosted in the cloud.

Still, cloud call centers are relatively new and many business owners still have questions. In order to help you decide if cloud call center is the right choice for your company, here are four questions a big business should ask when considering moving to a cloud call center.

1. How does a cloud call center work?

A cloud call center is a virtual platform that is web accessible and handles all incoming customer calls. The appeal of the cloud call center is that with this platform, a physical call center in unnecessary, so many businesses find that they minimize operational costs and boost scalability as they aim to develop strategies to accommodate evolving customer experience.

2. How does a cloud call center differ from a premise-based center?

Whereas traditional, physical call centers require the rent or purchase of a facility, staffing and maintenance fees, cloud contact solutions need little software or on-site hardware to start up. Because of this, businesses are able to scale features and phone lines up and down depending on need. New call routing structures and phone lines can be added at will to compensate for fluctuation in call volume. In the event of a holiday, as an example, when lines may be slow, agents can work from home while taking and making calls.

3. Are cloud call centers compliant?

One complaint that businesses have regarding premises-based contact centers is the tediousness of handling compliance requirements. The requirements for compliance are often complex and difficult to understand, and seeing that many entities handle compliance requirements in-house, center agents are required to keep up not only with their call scripts, but with disclosures and policies for safe data handling, too.

Cloud contact centers are adaptable; new regulations and changes to existing regulations are easily implemented, allowing regulatory changes regarding archiving, recording and deleting calls to seamlessly integrate with the existing platform, therefore controlling regulatory risks.

4. How does billing for a cloud call center work?

Many premise-based call centers involve hefty, one-time costs for getting the center up and running. Installs and update charges can add up quickly and paying those start-up fees can be demoralizing. In contrast, cloud contact centers operate using a monthly flat rate billing and access to regular software updates and revised features are automatic. The rate a business is charged is transparent and based on actual use.

The modern business world is changing fast, and those who do not follow suit may find themselves and their physical call centers left in the proverbial dust. Cloud-based call centers may seem like a passing trend but they are in fact here to stay and offer more security as they grow more popular. Though cloud call centers may not be the answer for every business, learning how it works, how it is different, how it handles compliance regulation and how it is billed will help business owners decide if they are ready to make the jump to cloud-based call center solutions.