Let’s talk a little bit about these differences. In the case of an on-premise call center, you need to have the necessary hardware, software, infrastructure, and telephony professionals for maintenance. Frankly, you need to have physical servers, PBX systems, and physical telephony lines.
Don’t forget that you have to adjust and customize your on-premise network with, public switched telephone network (PSTN), telecommunication service provider (TSP), or internet service provider (ISP).
It’s also vital to keep in shape this system with constant updates and minimum downtime. The system requires professional telephony engineers for fixing problems and updating the system.
The cost of deploying, changing, and maintenance of on-premise software is huge and on the rise, there is an opinion that on-premise is an expense these days. On the other hand, cloud-powered software has embedded hardware and technology that allows you to orchestrate in business, without additional technical requirements or maintenance.
However, in a cloud, all infrastructure is already deployed, top-notch professionals constantly maintain a system, fixing and updating it via the internet. There is no additional staff for updating, maintaining, or fixing problems with telephony. It’s all that small and mid-sized business (SMBs) needed to delight customers and skyrocket ROI.
Talking about the cloud, it’s important to consider that cloud is not the only transformation of the ordinary call center into a cloud call center. It’s the way innovations impacted the industry with irresistible benefits.
How to reduce the expenses without losing quality?
Use a VoIP (voice over internet protocol) telephony that has no special technical requirements for operating and maintaining. All you need to have is a desktop, laptop or tablet, software, headsets, and a good internet connection. That’s it, you’re in the business.
Foster training sessions for agents
To provide a proactive customer experience and sales velocity, agents of call centers must constantly shape their skills. They have to train practical and emotional appeals to sound confident. The more experienced agent helps newbies and less experienced agents to sound more confident. It’s better to have such training once a week.
All the necessary information about the subject has to be in front of the eyes of agents. When there is a lack of information or vital data, agents are stressed and irritated by unexpected questions from customers. If you want to drive a revenue velocity to your call center, you need to ensure that agents know everything about the subject they are talking about.
Agents that have constant training sessions, necessary information, and a lot of experience, are likely to handle customer requests within one call. Resolution from one touchpoint on the same issue increases the first resolution rate (FCR), revenue velocity, customer satisfaction (CSAT) and reduces handle time.
The more effective agents can handle each call, the more profitable they are. They initiate and receive more calls and earn more money in a call center. Customers are likely to have relationships with companies that tackle their requests fast and with top quality. As a result, saving talking time without losing the quality of service is the best way to boost ROI by an order of magnitude.
Unified call monitoring features
The cloud software gives an option to have monitoring features such as recording, listening, barging, and whispering. The activity of the call center’s agent must be constantly monitored to resolve unexpected customer issues. Even experienced agents sometimes have unexpected situations and can’t handle the issue.
There has to be an experienced manager that can take control of the situation and resolve the call. Monitoring allows you to understand how many calls were processed, sales closed, and customer’s issues resolved.
Streamline leads with omnichannel communication
The goal of call center software is to help agents to tackle day-by-day needs–to work more efficiently without losing quality. These agents have an option to use omnichannel sources of communication to the high volume of calls and messages. The most important features of a call center are:
- Live chats;
Simplify a callback
When customer’s call on an obvious question, the interactive voice response (IVR) system helps. It is designed to reduce the agent’s interactions if there is no necessity. Customers tackle their questions by using a simple key pressed mechanism that allows them to serve themselves.
It’s also cost-effective because holding a customer in a queue is a money expense. If there is one call in a queue it’s not a case, but when you have tens and hundreds of numbers waiting for an operator on the line, it’s spending the company's money, without providing a service.
To save money and not to disturb customers with unnecessary waiting in a queue it’s better to have an option of a callback. Cloud has an option to give a callback from a queue or when a call is missed.
Restrain routine chores of your agents
It’s an obvious mistake of call centers when customers have to repeat a few times what they want because their call is transferred from one agent to another. The best practice for call centers is to resolve issues within one call. And this is what smart routing is all about. Smart routing is designed to tackle this issue in an astonishing fashion.
Smart routing works with agile statistical data and a history of interactions with customers. They will be routed to the most relevant agent in a call center that suits their needs. It reduces strain from all agents of the call center and frees up an important time for solving the most challenging calling issues. It also reduces the cost of an incoming call for a call center.
Process excellence with workforce management
Switching to the cloud maintains a level of control over the agents. You’ll see all the necessary information about the activity of each agent. The main advantages of workforce management are:
- Logged in time;
- Talking time;
- User occupancy, etc.
Mitigate lack of employees by proactive hiring
During remote management, it’s easy to increase the number of agents in your cloud call center. You’re able to include an agent in your call center from any place in the world. Whether your agents work from home or any place in the world, you must have all tools to manage their work.
It’s possible to set the work of your call center 24 hours a day, with remote agents from a particular time zone.
Spend less and earn more with VoIP cloud
Cloud gives numerous options to spend less and earn more at a bargain price in comparison with on-premise technology. There are several amazing advantages for those who consider switching to the cloud.
Providers are different in services, prices, and packages of features. You can pick one provider with an irresistible feature for your call center, or you can pick the package of features and satisfy all of your necessities. To orchestrate in a cloud call center activity, you can pick up one of three provider’s plans:
- Basic pack. It’s limited features for your call center and it's not enough to make successful telemarketing campaigns;
- Medium pack. Has all the necessary tools for inbound and outbound calling.
- Advanced pack. Is the type of calling feature that allows you to have unlimited calling features to satisfy all the needs of your call center.
On the request, the Voiptime Cloud team gives top-notch expertise on how to choose the best provider in your area.
Calling rates important part of your call center
Calling rates depend on the area your calling operates and terminates. In the US, Europe, Asia, and other countries prices differ. Each provider has its prices and services:
- Price of calls per minute or a short-term plan. If you use a certain provider to make calls during a week.
- Cost-effective per minute plans from a certain provider, months-term plan. If you consider making calls during a month.
- Unlimited minutes per seat. These types of plans are expensive and allow you to make a number of calls and to execute the telemarketing ideas in your favor. The fee for this plan is usually taken per seat.
Discover calculations for call center expenses
Here we have a concrete example of how to calculate the cost per call for a big company.
Let’s take a look at a concrete example for a big company:
Service Wages – 692,250 $
Service calls 14,611
Service O/H – 692,250 $
CSR capacity 18,966
Service HFT – 117,000 $
CSR utilization Q1 77%
Total Service cost - 1,501,500 $
CSR Utilization Q2 97%
CSR cost/call 102.77$
CSR turnover 8%
To identify the cost per call you need to use the formula:
Calculations of cost for SMBs
In the small- or mid-sized business, it’s slightly different. It’s simple to calculate cost per call for your call center and define the simple and effective data about expenses on the call center.
Let’s take an agent and presume that shift is 8 hours and 110 calls. We’ll define on average several calls per day Average calls per day: 13,75 calls per hour.
To define a cost per call for an agent, we need to use the formula:
Cost per call for call center with 20 agents, defined by the formula:
These formulas are not ideal, because they take into account the wages of agents. And don’t take into account operational, software, etc. Yet there is a way to calculate accurately the cost of your call center and consider all other expenses.
Let’s presume your call center expenses each year is about 50 000 and it handles 200 000 calls each year. In this case, the formula for calculation is:
Call centers use different sources of communication, so you need to consider how many conversations are made via chat and email. Talking about total revenue generated by the call center it’s important to take into account successful sales and customer support via phone, chat, and email.
How to earn maximum money in a minimum time?
Taking into account the cost of switching to the cloud is the single most important thing you need to do. Comparing and evaluating providers to understand the prices, expenses, and features you achieve is crucial. The competitive cloud call center market gives you an option to save money and switch to the cloud.
Changing the call center you need to understand these main factors:
- Is the cost of the start and the monthly payment will establish a lasting ROI?
- Is the cost of a monthly payment for a particular provider, suit your budget and guarantee revenue velocity?
- Define the most important features of your call center to drive the proactive customer experience and workforce management.
Bringing the change by switching to the cloud is the opportunity to explore new landscapes for your call center. The digital age has to work for you and not against you. The evolving cloud solutions are a keynote for success.
For more than a decade, Voiptime Cloud has brought a bold view on the call center industry.
Receive the vehicle today, for your call center with the Voiptime Cloud call center solution and hit the ground with all necessary tools.
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