How Cloud-Based Call Centers Can Improve Your Customer Service

One of the most significant consequences of the global pandemic has been the rise in remote/hybrid work. According to recent research, three out of five businesses now offer their employees the opportunity to work remotely, either full-time or part of the time. Simply put, the traditional workplace increasingly looks like it’s a thing of the past.

The same could be said of the traditional call center. Rather than assembling in their cubicles, more and more customer service reps are fielding calls from home, working remotely to handle inquiries, complaints, or questions that are funneled to them.

The death of the on-premises call center may cause worry or uncertainty, particularly for businesses that fear their customer service standards might slip. On the contrary, switching to a remote model can actually improve the experience for your callers. This is particularly true when you invest in the right technology, specifically cloud-based call centers.

What Are Cloud-Based Call Centers?

When we talk about cloud-based call centers, what exactly are we talking about?

The most important concept here is cloud-based. Basically, what this means is that today’s call centers do not require the installation of expensive telecommunication software. And they do not require all of your service reps to be located in the same physical space, as with legacy call centers.

Instead, all the communication tools that your customer service reps require are available online and can be accessed via each service rep’s home computer. What this means is that you can have an interconnected team, all able to use the same back-end business systems, unified communication tools, and contact center software, no matter where they are located.

How Do Cloud-Based Call Centers Improve Customer Service?

Allowing agents to work from home, and to assist customers via a cloud-based system, can provide a much smoother experience for the end-user. Here’s why:

• Skills-based routing. There’s nothing more frustrating than calling a helpline and ping-ponging from
• rep to rep until you finally find the person who can solve your problem. With a cloud-based call center, you can spare your customers this frustration, using skills-based routing to channel customers to the person with the highest level of expertise to address their concerns.
• Agent management. Cloud-based call centers also allow you to effectively route customers through the system to an agent who is prepared to help them. This can minimize downtime and prevent customers from being on hold for a long period. Again, this significantly reduces the frustration that many customers associate with call centers.
• Customer information. Cloud-based call centers make it easy for agents to connect with back-end systems, providing important information that can help them address patient concerns more ably. For example, while on the phone with a customer, your agents can view their past orders, make note of the last agent they interacted with, and even obtain information about the customer’s membership or VIP status within the organization.
• Robust communication options. Not everyone wants to talk to an agent on the phone. With cloud-based customer service tools, you can also allow customers the chance to communicate with you via instant messaging and chat, if that’s what they want to do.
• Performance management. Another benefit to cloud-based call centers is that you can prompt customers to provide real-time ratings and feedback for their representative, providing plenty of in-the-moment performance data to help you coach and counsel team members.

Choose TelWare to Set Up Your Call Center

The bottom line: Cloud-based call centers can take your customer service to the next level. That’s something we’d love to be a part of. At TelWare, we are passionate about using technology to improve business performance and streamline the customer experience. To find out more about setting up a cloud-based call center, contact TelWare at your convenience.

To learn more about staying current with the latest communications technology, contact TelWare at 1.800.637.3148 or email us at sales@telware.com. TelWare is a national leader in the installation of voice, video, data, and unified communications solutions.s