What makes call center deliver excellent customer service these days? There are a number of things involved, to be specific; excellent command over languages, communication skills, voice quality, etc. What makes the difference is the technology you use. That’s the reason behind the downfall of many contact centers, as they are still using the traditional phone system in the age of VoIP.
It is just next to impossible to compete in the market, using traditional communication tools. And, when it comes to big decision making, pricing, flexibility, and revenue generation, there is always a tussle between onsite and cloud-based phone solutions. So, what’s good for your call center? Would like to know? Scroll down.
On-premise Vs Cloud-Based Call Center Solution:
Here is the comparison of some of the key elements of two solutions’ that includes pros and cons in their respective area of uses:
- Time Taken for The Entire Set-Up: To be honest, the entire setup for an onsite call center is a bit time-taking process, can take up to several months. At the same time buying the necessary on-premise hardware, building proper infrastructure, system set up, license configuration, and software installation is not an easy job at all. However, setting up a cloud-based call center is quite easy, like installing an app. You are up with 20-30 minutes, no assembly required.
- The Flexibility It Offers: Once installation is over, you cannot make further changes on your own, as it requires IT/Networking help. Adding new agents to your team means purchasing new phones and modifying your existing hardware. These short-term changes come with an added price tag that creates chaos during seasonal slow-down or unforeseeable events, as you’ll be left with a surplus of devices that are of no use. From the mobility point of view, desk phones can’t function outside office premises. Unless your customer service executive or sales agent physically present at their desks, they won’t be able to make or take the calls or complete the tasks assigned. Whereas on the other hand, cloud-based call center software is on the much easier site when it comes to installation, upgrade, ease of use, & management. Adding or removing users is as simple as managing an Amazon Prime or Netflix subscription. No extra on-premise hardware required and monthly bills can be reduced to almost 70%. Businesses that operate season-wise can scale up their operation and reap the maximum benefits with the advanced features of a cloud-based platform. It also allows your agents to work remotely, all they need is an internet connection. Having a virtual call center has many advantages for your business, including cost-saving and less agent turnover. Above all, a cloud-based contact center solution can help organizations improve their customer service to a great extent.
- Keeping The Cost Factor in Mind: If you take the cost factor into consideration, the expense included in an onsite call center can be probably higher, especially for small and mid-sized businesses planning to expand their business horizon. You need to purchase hardware, the required license, and make architectural changes to accommodate the same. Moreover, you should keep an eye on the operational cost of these machinery. In addition to this, onsite installations also require timely maintenance & replacement over the years, as hardware ages by the passing time & the need for advanced software.
This means long-term use can cost you a ton. On the other hand, Cloud-based phone systems can be operational without investing in any hardware or make-shift infrastructure. Other than a high-speed internet connection, it doesn’t require anything else.
Taking the recurring cost into consideration, you only pay for what you use, you are charged on a monthly basis or for an annual subscription (an annual subscription is comparatively cheaper). If you compare the maintenance cost of both, a cloud-based solution comes as distant a winner as it’s more reasonable. In short, switching to cloud-based call center software means more savings, zero hassle, & better outcome: in short “taking your business to the next level”.
- Which is More Reliable? Still a number of enterprises prefer onsite call centers as they think that it’s more on the easy site or stand good on voice quality. But relying on physical hardware has its own drawbacks. Gone are the days of bad signals, slow internet, and all – in the age of 4G & 5G, a business can achieve a lot with Cloud-based phone systems. You are not limited to calls only, as you can do a lot more. With high-quality audio, video calling, accompanied by other high-end features, the technology definitely deserves a place in our communication setup.
Again accumulating, replacing, and discarding hardware is not eco-friendly by any means. Incorporating cloud-based call center software into your system means taking a small step towards making our planet a better place to live in. And, the most important part of a call center setup is picking the software that best suits your business needs and activity.
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