There is no stopping the growth of call centre operations. In Australia alone, the industry has grown by an average of 3.3% from 2015 to 2020. The majority of call centres are based offshore in countries like India and the Philippines, where labour and overhead costs are low.
Unfortunately, with the COVID-19 pandemic, most countries are in lockdown. Suddenly, call centre agents are unable to work in their offices. Businesses have found a way to continue serving their customers – cloud call centre solutions.
Under a cloud-based setup, call centre agents are still accessible to customers. As long as they have a phone and internet connection, they can provide the same level of support from the comfort of their homes. Therefore, going cloud-based is a better alternative to having on-premise systems.
Cloud Solutions Are Inexpensive
The first advantage is that cloud call centre solutions require a minimal upfront investment. An on-premise setup requires renting an office, buying furnishings, and installing workstations with computers and servers. In contrast, call centre agents under the cloud setup have everything they need to work from home.
Concerning this, cloud-based call centres are relatively inexpensive and faster to deploy. In no time at all, a cloud-based call centre can start operating using software hosted on its vendor’s servers.
That is why moving to the cloud is the best solution to today’s COVID-10 crisis. In an article by Raconteur, contact centres have successfully handled the dramatic increase in call traffic with cloud computing.
Provides Health Protection
Another advantage is that cloud technology protects the health of employees.
Most countries have implemented the following lockdown measures to prevent the spread of the COVID-19 virus:
- Travel restrictions
- Wearing of masks
- Social distancing in public places
- Mandatory self-quarantine
- Leaving home for essential reasons only like buying food and medicines
In response to the lockdown restrictions, call centre staff don’t have to travel to their offices if their systems are cloud-based. This setup reduces their chances of catching the virus.
Unfortunately, call centres located in remote countries like India and the Philippines are still struggling with containing the spread of the virus. Despite their countries’ situation, well-trained and experienced call centre agents can continue earning from their homes under the cloud setup.
Customer Service Is Not Disrupted
Although the pandemic has caused some industries to close down, some industries experienced dramatic growth. Here are some:
- Personal protective equipment (masks, gloves, hazmat, face covers)
- Online learning
- Health devices like thermal scanners
- Medical equipment like ventilators
- Video conferencing software
- Video streaming services
- Virtual reality systems that promote products
- Workplace chat services
These businesses are growing in response to the changing needs of the market. With more people staying home, online tools are critical to completing daily activities. The majority of these emerging industries need call centres to address the inquiries and concerns of customers.
A third advantage is the integration of cloud solutions with multiple communication channels – including phone calls, emails, and instant messaging. Customers can voice out their concerns using various ways.
In addition to these three benefits, cloud technology allows the flexibility of scaling up or down, depending on business priorities. Plus, call centre teams can collaborate and provide training with the help of cloud-based communication tools.