Throughout the life of any business, many changes in the methods and systems used will be experienced. In recent years, the rapid development of IT systems – especially in the area of telephony – has changed the way many of us handle calls, messages, emails, and more. Where all were once separate entities, it is not unusual to find them integrated and running in tandem.
We should also add that, at the time of writing, the importance of telephony systems and call center efficiency has never been clearer. The worldwide covid-19 pandemic has exerted pressure on all kinds and sizes of business, and with one to one meetings still not possible in certain places, the use of telephony, VoIP, and messaging services has never been higher.
Powerful AI dialer, bulk SMS, and more tools for running an omnichannel contact center.
We are here to talk about the benefits of the Cloud Call Centre concept, and how we can have you up and running very quickly in these troubled and demanding times. First, we’ll have a look at why this type of system is in demand.
Why Call Capacity is Important
If there is one factor that has come to light as a result of the crisis it is the importance of your network’s call capacity. Put simply, this is the number of channels you have for calls to occupy at a given time. Let’s say your call center takes on average 100 calls at a time. To avoid potential congestion – that is calls being unable to connect as there is no capacity – a call capacity of, for example, 200 may be set. This will allow extra space for unexpected calls in the event of an emergency.
Let’s say you’re an IT provider or any service provider, and your network has an outage or goes down. You’re going to take an abnormal number of calls from people who want to know what’s going on, and when things will be fixed. That extra 100 may be enough or – in some cases – it may not.
What has emerged in some cases during the covid-19 crisis is that systems with a capacity designed to cope with a normal excess have failed to cope with a massive increase in calls thanks to everything being re-outed this way. Had these companies been using a Cloud Call Centre system they would have been far better equipped for the unexpected influx. It’s no surprise that there has been a lot of interest shown in Cloud systems in the last few months, with many companies looking at switching to this system for the future. Here are some reasons why this is happening.
Advantages of the Cloud Call Centre
If you talk to us about installing a Cloud Call Centre system, we’ll tell you that among the major benefits are the flexibility of the network. For example, we effectively supply you with the call center network without impacting your servers or available space, and the call capacity can be unlimited or wherever you want to set it. The advantage here is very clear indeed – no downtime and streamlined calls that get through every time. Even when you experience a major batch of excess calls the system will be able to handle it, and it’s a very flexible system too.
We can route all your calls through the Cloud Call Centre as well as email, text, and other messaging services, so you can put all of your communications systems in one box, so to speak. We can install a system with a voice recognition system that asks callers what they want and directs them to the right agent, and that also handles out of hours calls. Whatever you need, the Cloud Call Centre is the way to go for businesses that have seen the effects a major national – and international – crisis can have on the day to day running of a business.
Get In Touch for Fast Action
We know that right now businesses all over the world are re-thinking their communications systems and with good reason. We have all seen first hand the potentially devastating effects of a crisis such as the current one on business and commerce, as well as our personal lives.
You need to be able to look at your available resources in terms of the future communications system you choose, and we are the people to work with for the right advice and help. We have the ability to configure our Cloud Call Centre system quickly for use with your network, so you don’t have to wait to get started. Talk to one of our team now and we’ll have you up and running as fast as we can.
