{"id":28896,"date":"2019-08-16T09:41:00","date_gmt":"2019-08-16T09:41:00","guid":{"rendered":"\/au\/en\/blog\/top-5-indicators-your-business-is-ready-to-move-to-a-cloud-contact-center-solution\/"},"modified":"2023-01-13T22:11:51","modified_gmt":"2023-01-13T12:11:51","slug":"top-5-indicators-your-business-is-ready-to-move-to-a-cloud-contact-centre-solution","status":"publish","type":"post","link":"\/au\/en\/blog\/top-5-indicators-your-business-is-ready-to-move-to-a-cloud-contact-centre-solution\/","title":{"rendered":"Top 5 indicators your business is ready to move to a cloud contact centre solution"},"content":{"rendered":"

Takeaway #1<\/b>: Moving to a cloud-based contact centre can lead to a multitude of benefits for businesses, improving everything from sales generated to agent morale.<\/span><\/p>\n

Takeaway #2:<\/b> Luckily for today\u2019s contact centre leaders,\u00a0 it\u2019s an option to rely on the cloud to be everywhere you can\u2019t be.<\/span><\/p>\n

Takeaway #3:<\/b> It\u2019s important to take stock of what matters most to your team when considering changes that have the potential to disrupt current processes.\u00a0<\/span><\/p>\n

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Looking out onto the wide expanse of the\u00a0contact centre \u00a0industry, it\u2019s clear to see: there is no one-size-fits-all call centre\u00a0solution<\/a>.\u00a0<\/span>After all, there is no one-size-fits-all business. Contact centres serve a wide variety of companies, ranging to include small, lean teams at younger companies to huge, worldly enterprises with history. One business using a contact center might have the luxury of seeing all of their team members in the office every day, while another\u2019s global reach might demand a team that\u2019s spread out across borders \u2013\u2013\u00a0or even oceans.<\/p>\n

While the dynamic nature of call centres is rich with opportunity, it can also be challenging and confusing to navigate \u2013\u2013\u00a0particularly for those calling the shots. Knowing which industry trends will help your organisation move toward more success and which will hinder your progress can be a tough call, especially with the range of opinions to take into consideration.<\/p>\n

Not to mention that even when your organisation does make a decision for change \u2013\u2013\u00a0be it small or large \u2013\u2013\u00a0there are more decisions to make and challenges to face after the fact. Once you have an end goal in mind, your team still has to figure out the best way to get from point A to point B, without disrupting workflow in the meantime. How will you implement new technology? What processes will need updating? These are the types of critical decisions facing many organizations as they weigh the pros and cons of moving to a cloud contact centre solution.<\/p>\n

Cloud technology isn\u2019t new to the scene. In fact, in 2018, 96 percent of companies reported using at least one cloud-based app or service. What\u2019s more is that more than 60 percent of organisations have already chosen to move their contact centre to the cloud, while about half of those that haven\u2019t are considering moving to the cloud sooner rather than later. Put simply, the migration is a popular one \u2013\u2013 and with good reason.<\/p>\n

Moving to a cloud-based contact centre can lead to a multitude of benefits for businesses, improving everything from sales generated to agent morale. According to those that have already made the shift, consulted during a survey from Tech Pro Research, the following are some of the top noteworthy benefits:<\/p>\n

    \n
  1. Improved customer service (72%)<\/span><\/li>\n
  2. Adding new social media features, chat bots, and other tools for customer interaction (75%)<\/span><\/li>\n
  3. Better agent efficiency and productivity (71%)<\/li>\n<\/ol>\n

    Even with those benefits as the light at the end of the tunnel, the reality of moving your contact centre to the cloud can be daunting. To ensure your company is well prepared and ready to make the transition happen successfully, timing is everything \u2013\u2013 and so is proactive planning. So, how can you know if your business is ready to move to a cloud call centre solution? Take these top five considerations into account.<\/p>\n

    1. You don\u2019t want flexibility to be such a stretch<\/b><\/p>\n

    Business growing pains are real. Whether you\u2019re growing in size, adding on agents and locations, or just plain growing up, requiring more features and functionality \u2013\u2013\u00a0it\u2019s hard to do gracefully. That being said, as business matures and expands, it becomes more and more important to be able to flex to meet changing needs, from the internal needs of team members to the external expectations of customers.<\/p>\n

    Onsite contact centers are limited in how flexible they can be \u2013\u2013\u00a0as well as how fast they can be to implement changes or react to new business demands. For example, once installed, onsite contact centres aren\u2019t easily adjustable. Adding new agents means purchasing new equipment, like headphones and computers, and might even require hardware modifications. Not to mention that adding agents to an onsite contact centre is physical in nature \u2013\u2013 being remote isn\u2019t an option, instead employees are tethered to not just any desk, but the same desk, every day.<\/p>\n

    Cloud call centres are much more nimble and adaptable. Instead of clunky hardware and physical restraints, adding a new agent can be done on a dime \u2013\u2013 from anywhere. Plus, if you find you need to retreat in size again down the line, agents can easily be removed from the cloud, without leaving you with wasted hardware and equipment. This is helpful whether you\u2019re a slow-growing business, or a business that deals with seasonal surges in customer needs.<\/p>\n

    Also, allowing for remote work can result in less agent turnover and greater employee satisfaction, translating to improved work for your business and better experiences for customers. Plus, cloud centre flexibility makes it possible to employ agents that are willing and able to talk to customers after traditional office hours \u2013\u2013\u00a0leaving more chances to engage with customers and meet their expectations, no matter the time of day.<\/p>\n

    If you\u2019re regularly scrambling to scale your onsite contact center up or down, or find yourself having trouble giving agents the freedom they need to deliver their best work \u2013\u2013 and your customers\u2019 best experiences, then it could be time to ease your growing pains with help from the cloud.<\/p>\n

    2. You need more from your call centre<\/b><\/p>\n

    On-premise call centres are entirely capable. They\u2019re complete with all of the features you would expect, including call transfers, holds, wait music, and call logging. But they don\u2019t have all of the features possible. Cloud contact centres, being the more modernised solution, can offer your team the benefits of the latest and greatest features possible. For example, cloud-based call centers have access to additional features such as:<\/p>\n