Cloud Call Center Solution: A Buyer’s Guide

Are you planning to switch to another cloud call center solution or finding one for the very first time? No matter which case is yours, it is highly important that you choose the best solution as it will have a significant impact on the growth and performance of your call center. Once you start your journey and look up to various options in the market, you will surely get confused or overwhelmed. This is why we decided to prepare this guide so that you get the right assistance.

Now before we move towards the tips to choose the best call center software or cloud business phone systems, let’s take a quick look at the cloud call center technology and why you should have it?

When we talk about call centers, many of us still have the perception of a traditional set up where agents are tied to their desks, holding long lists of telephone numbers and making calls one by one.

But the ‘cloud’ has changed the whole scenario. It has offered call center businesses to bypass the restrictions of the legacy telephone systems and get aboard with an all new way of calling which is much simpler. You can also read our post on Reasons Why Cloud Business Phone System is Gaining Popularity

Here are some highlights of the ways cloud helps call centers modernize the way they work:

  • Cloud based call center solutions do not require weeks of time for their installation. It is just software to be installed on a system and one can be up and running in no time.
  • There’s no need to worry about on premise space for installation and hiring a team to look after it. With cloud, you just don’t need to spend money on space and staff.
  • The cost of the cloud contact center solutions is OPEX based which makes it easily affordable for businesses of all sizes.
  • Cloud solutions can be accessed on any internet enabled device, which means teams can work anywhere, anytime.

Key Factors to Consider while Choosing Cloud Call Center Solution

Now, it is evident that having a cloud contact center solution is the need of the hour. As you have already made up your mind to get one for your call center, let’s see what things you must keep in mind before you finalize one

Chart Out your Specific Needs and Requirements

This step is quite crucial because moving forward to search for the right solution, you first need to have a clear understanding about your requirements. Note down answers to various questions associated with your call center business. Some of which can be – What is the size of your call center team? Do you need the solution for sales or customer service or both? What are your main areas of operations? How much can you afford – month or yearly?

With answers to these questions, you can narrow down the list of things you want in your call center solution. Once done, now we can move ahead to various parameters to look for in a call center solution:

Call Quality and Reliability

It is impossible to survive the fierce competition in the market if your call center solution does not offer a good uptime and high quality of call sound. So make sure the solution is reliable such that it claims 99.99 % of uptime. Also, ensure good call quality by checking for jitters, drops or background noise.

Communication and Collaboration Features

Having a cloud solution is a good thing, but what makes it even better are the features offered. For a call center, big or small, Call Routing is one the most important features so as to ensure that each customer call lands in the right department and to the right agent. Besides this, you may want to have IVR i.e. Interactive Voice Response so that customer calls are automatically received and greeted. Further, you can look for features like Voicemail, DID numbers, Call Recording, Call Reports, etc.

Security of Data

As a call center business, you will have to deal with lots of sensitive information relating to your customers like their name, address, phone number, gender, etc. Because of this you cannot afford any data breach happening to your business. So it becomes quite crucial to ensure that the call center platform makes use of the latest security technology and complies with required security standards. You can read GDPR guidelines to understand and check this parameter.

Customer Support

At any point of time, there’s a possibility that your agents might face difficulty in using the call center solution. Having availability of customer support service from your vendor will help you remain at ease and rectify problems in the least possible time. You can check the effectiveness of the customer support by asking them a few queries related to the product.

Pricing Plan

Checking and comparing the pricing plan for different call center solutions must be done once you have shortlisted some solutions based on the above mentioned points. While most of the call center solutions are available in monthly and yearly subscription plans, it is better if you also ask the provider for any hidden charges. The pricing will also vary depending on the features available, duration, etc. Based on your findings, you can choose the one that fits best into your budget and requirements.

Common Mistakes to Avoid when Choosing Cloud Call Center Solution

  • Always go for quality and don’t run behind free or low quality services.
  • Don’t fail to invest time in your research and comparison throughout the selection process.
  • Always differentiate between your call center ‘needs’ and ‘wants’.
  • Do not underestimate the value of Free Demo. Relying on vendor statements might disappoint you later.
  • Always pay attention to customer reviews and brands associated with the vendor.
  • Make sure you have a clear understanding of the cloud based solutions.

Important Questions to Ask a Cloud Call Center Solution Vendor

  • Why are you the best choice in the market?
  • What is the Time to Market for your solution?
  • Is Customer Support free of cost or chargeable?

KloudTalk Business Phone System – An Overview

KloudTalk is an advanced small business phone system that comes in the form of mainly 3 types of pricing plans starting from 25 USD per month. Each plan offers a different set of features so as to fit the calling needs of different types of businesses. Our platform ensures reliability, safety and security as well as best-in-class support. You can also read our post on Cloud Telephone System vs. Traditional Phone System

Get in touch with us to know more.

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