Today’s business climate is fiercely competitive. The rise of the internet and social media have opened up more opportunities for more people, but that also means there are far more players on the field. In this climate, your call center is vital to the effectiveness of your business. Cloud-based call centers are increasing in popularity, but what are they and what advantages do they have over traditional call centers?
Traditional versus cloud call centers
On-premises call centers have been standard for a while. Under the traditional call center system, your business invests in all the hardware, infrastructure equipment, and software necessary to run the call center. Once you have the equipment, it’s up to you to install and maintain it.
With cloud-based call centers, your business hires a third-party vendor to provide the necessary services. This third party host all the infrastructure, hardware, and software for you, giving you access through a login. Many businesses are currently moving to a cloud-based call center model, and with good reason. Here are a few comparisons between cloud call centers and their traditional counterparts.
A traditional call center is a serious investment. Not only do you need to rent or buy the necessary space, but you’ll also need software, hardware, and trained experts to install everything. You’ll need to test before you go the life and constantly keep up with updates and fixes.
A cloud-based call center is perfect for small and medium-sized companies because there are no huge startup costs. Once you sign up, it doesn’t take long to learn the system — you can start almost immediately.
If you set up your own on-premises system, you’ll need to train people to use, update, and maintain it. These systems are very complicated, and getting one fully set up and operational can take weeks or even months.
With a cloud-based call center, you’ll get client applications provided by the vendor. These are deliberately designed to be user-friendly. The maintenance is done by someone else. All you need to do is keep up your internet connection.
It can be more secure to have your call center on your own premises, but only if you’re proactive about updating and keeping on top of software patches. If you miss one update, you might become vulnerable.
Cloud security tech has advanced enormously in recent years. Your call center vendor specializes in keeping up with the necessary technology and making sure everything is safe.
With a traditional on-premises call center, collaboration can be limited. It’s not easy to move around, so if you need to work somewhere else for any reason, you either have to re-invest in new infrastructure or just skip it altogether.
A cloud-based system gives you the freedom to collaborate across the world if necessary. Whether you’re involved in a temporary partnership, communicating with a startup location the next town over, or talking securely to your conference team, you can do it easily via a cloud-based system.
Once you’ve invested in your on-premises call center, you can’t easily scale, as this usually means installing a whole new investment or more hardware. This limits your ability to move quickly in response to market changes.
With a cloud-based call center, you can get a flexible contract that you can adjust as needs or opportunities arise. If you need to do more during a busy holiday season, you can ramp things up for a month. If you need to cut expenses during a slow season, you can do that, too.
The cloud-based call system is a modern solution to modern business problems. For most businesses, it offers the perfect balance of security, flexibility, performance, and savings to stay competitive.