Today, no customer is staying loyal to the businesses who are offering poor customer support. Today, customer wants to get the answers for their queries immediately and they are using different modes of communication to connect to the customers. The modes include voice, email, chat and SMS. The customers do not like to wait until their call is connected to the customer support. Though, it is challenging for the organizations to provide quick and efficient service, but with the evolving of contact center, businesses are able to provide quality customer service without spending high on it. Moreover, this cloud based Contact Center as a Service is using latest technology where the client does not need to install any expensive hardware or software. Call center as a service enables customers to contact through different channels, thus offering greater flexibility and incredible customer experience.
Flexible: Ideally, the on-premise call centers have specified number of customer support team to take a limited number of calls whereas with CCaaS people can take huge volume of calls. Moreover, any change in the technology is easy to adapt, since everything is cloud. In addition, cloud methodologies will use pay-as-you-go method to pay only for the resources utilized.
Scalable: The best part of cloud based solution is that, businesses can scale up and down based on the change in the business needs. If your telecom business operates lucratively during a particular season, then you can scale up the support services and scale down when the business is low. The CCaaS approach adds the required number of agents when a business is receiving huge volumes of calls. In addition, it adds resources to boost up the agent’s performance. The cloud model allows the businesses to add resources and agents whenever required. When you choose on-premise model, you would need to pay high for the infrastructure and to hire resources in a short time.