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Call center operations are becoming more sophisticated — they have to, in order to keep up with the increasing demand for simultaneous high efficiency and high skill output. Calling jobs are returning to American cities in droves, after a decades-long evacuation overseas to far flung countries in Southeast Asia or Europe.

Call Centers

Calling jobs are returning to American cities in droves, after a decades-long evacuation overseas to far flung countries in Southeast Asia or Europe.

But with a modern call center, you have to ask an important question: should you have it on the premises, or operate it remotely through cloud technology? You may be hesitant to go with the second option, but cloud based call centers actually benefit you a great deal. Here are a few reasons why.

Call centers are changing

Thanks to scams and robocalls, Americans are rightly skeptical about picking up the phone nowadays, whether it’s to answer a call or to contact customer support for troubleshooting their gadget or appliance. To combat our timidness when reaching out for support, call centers began using exacting training regimens for their staff.

Call center agents are no longer simple phone personalities that we speak with before being transferred to another line or mechanic voices on the other end of the line that can only give us simple solutions that don’t work anyway. “Have you tried restarting it?” is no longer good enough in the arsenal of today’s customer service “superagents”. Call centers today run on a slim margin of profitability that must take into account the likes of the national “Do Not Call’ registry and the negative impact of crooks that present themselves as IRS agents or others.

Off campus solutions

One way to beat the odds here is to move your calling software off-campus with the likes of providers such as Bright Pattern that offer cloud-based calling platforms. By moving your infrastructure out of the bowels of your office, you can negate a variety of logistical challenges and associated costs that plague traditional calling outfits. By moving to the cloud to source your calling software, you no longer need to worry about data breaches.

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By nature, cloud technology houses fragments of data across multiple servers, sometimes even across state or national boundaries in a variety of data centers. This protects the integrity of your data from hackers, and also provides access to authorized users with ease. But perhaps even more important than preventing breaches in your traditional single server room is another function of cloud platforms: their impressive uptime.

If you experience a power outage, computer or other node issue, or an infection of some kind, access to your calling data may be affected, leaving you unable to perform critical functions for a day or more. Because cloud based systems spread bytes across multiple “locations” on one or more storage points, even if one node in the system experiences technical troubles, you still maintain access to software functions and relevant data.

Further benefits of cloud systems

On a more cost-based analysis, cloud systems can actually save you a significant amount of money. With the rapid speed of computing and software improvements — often driven by the Moore’s Law principle — utilizing onsite technology can leave you requiring semi-frequent upgrades to your calling infrastructure. This is a costly proposition, considering the large number of computers, phones, and software licenses required by even the smallest of call centers.

By moving your operations to the cloud, you do not need to implement changes, and you still have access to the provider’s updates. Plus, licensing cloud based calling options can even ring up to be cheaper than their onsite counterparts in many cases.

Moving to the cloud can save you money and give you greater control over your data management tasks. With greater security, more reliable access, and at a better price point, cloud calling options are a must have in today’s competitive call center environment.

Alden Bert

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