Want to power up your contact center? Move it to the cloud

Spoken | February 25, 2014

Study shows that moving your contact center to the cloud empowers the organization to reduce costs, improve reliability and increase agent productivity

By Shawnrene Keppel, Marking Assistant

12656102_sMoving your contact center to the cloud is one of the best things business leaders can do for their company. At Spoken, we have staked our business on preaching the good news of the cloud, but what does this good news actually mean for businesses? I’ve come to find that it means empowerment.

As companies continually seek ways to enhance customer experience and build loyalty, they are met with the challenges that come with increasing costs of contact center operation. What are their goals driving through these challenges, though? A recent study done by the Aberdeen Group shows that the top goals driving companies to deploy a cloud-based contact center are:

  • reducing costs
  • reducing vulnerability of contact center system failure
  • improving customer experience
  • increasing agent productivity.

The Aberdeen Group’s study, “Transitioning your Contact Center from On-Premise to the Cloud,” examines the progress of these goals in cloud base contact centers vs. on-premise centers. So what are the real effects of the cloud transition on these goals?

Reducing costs and outages

Any successful business is aware of the factors driving its expenses up. For contact centers, increasing cots can be contributed to changes in labor markets, increases in customer traffic volume, unnecessary agent idle time and unproductive agent activity. Through the Aberdeen Group’s study, we can see that cloud-based contact centers are 83% more likely to have a formal process of assessing the impact of contact center processes on agent productivity on a weekly basis.  This likely contributes to the fact that companies that have deployed a cloud-based contact center have 27% lower contact center costs—$112.5 million vs. $155.0 million—and thus enjoy growth in their top-line revenue results.

Outages are a nightmare for any contact center, and fixing them as soon as they start is vital for keeping your customers and their customers happy. Increasing the reliability of your system is also a way to save revenue and build trust with your customers. System failure is not extinguished by virtualizing contact centers.  However, research shows that cloud-based contact centers are more likely to have a formal process to regularly back up data to remote locations. This results in much less downtime—about 35% less than their peers.

Improving Customer Experience

Call center with agents One of the best avenues for building customer loyalty and enhancing customer experience is through your agents.

As customers become increasingly aware of numerous products and services available to them, the need for companies to produce optimal customer experience and customer responsiveness increases. To this point, the Aberdeen study shows that cloud-based contact centers see a 4.5% customer abandonment rate compared to a 6.2% rate experienced by their on-premise counterparts. They are able to do this because deploying analytical tools that enable contact centers to glean insight on customer and operation data is made easier in the cloud environment. It simplifies the process of regularly assessing their overall effectiveness, which results in cloud-based contact centers being 31% more likely to use these tools.

One of the best avenues for building customer loyalty and enhancing customer experience is through your agents. When companies improve their agent performance results, they achieve greater year-over-year improvement in customer satisfaction results.  Aberdeen’s study shows that cloud-based contact center managers are twice as likely to provide agents with weekly updates on their performance results.

Conclusion

Though the Aberdeen Group’s study provided many interesting statistics about the comparison of cloud-based contact centers vs. on-premise, it is important to keep in mind that virtualizing your contact center does not flip a switch and magically produce lower costs and more dedicated customers. Rather, moving to the cloud makes the tools business owners need to improve themselves and their agents more easily accessible and by doing so, allows them to gain better insight into their productivity. Many times in life I’ve heard the statement, “Knowledge is power.” To me, that is what should drive the contact center’s move to the cloud: your opportunity for empowerment.

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