Call centers, a 22 billion dollars industry, are the most widely offered after-sale service and are mostly outsourced to a professional firm. With the advent of technology and the income levels of households, more units of goods are purchased, which makes the demand for these services higher. While traditionally, they are done on-premise, the new advancements and cloud technology have shaped a cutting-edge revolution in the workplace of call centers.
1. Mobility and space:
On-premise call centers pose a lot of drawbacks, making the shift to cloud technology a needed move. On-premise centers make it necessary for the administrators and management staff to make the resources accessible to the employees; being present over the internet with appropriate control measures is more flexible and comfortable for both employees and supervisors.
Mobility is an important advantage that cloud-based call centers have over on-site call centers. This makes cloud centers more economical and employees attentive. This enables an employer to hire labor from other regions where the labor charge is relatively low GCC countries have a lot of call centers in India, Pakistan, and Egypt as they are more cost-effective.
2. CRM and ERP Integrations
Customer relationship management systems (CRM) and enterprise resource planning systems (ERP) can be integrated quickly and easily with cloud-based Call Center Software UAE. This enables companies to be more efficient and provide better customer service. On-premise Call Center Solutions Dubai, on the other hand, don’t have such options.
3. IT and Maintenance:
On-site call centers require you to have a separate IT staff to ensure the upkeep of the hard wares and necessary software assistance. Present-day cloud-based systems are very easy to understand and user-friendly; this eliminates the idea of running an on-premise call center.
Cloud call centers require very little security than on-premise centers; the latter requires insurance over hardware, physical property, servers, and separate personnel to ensure safety. On the other hand, cloud-based systems only want security on servers and storage.
In the case of growth on receiving more clients, an on-premise call center should spend again on computers, insurance, electricity, rent, staff, and plenty more expenses, thus making scaling up an expensive and time-consuming need. Cloud-based call centers allow you to grow your business with comparatively lesser resources and can be done in a shorter period.
6. Employee Benefits:
Opportunity cost is reduced, and profitability of the call center grows along with its customer base in cloud-based call center systems. This gives more compensation to the employees, which makes employees feel more liable to provide quality work to the entity. Thus cloud-based call center wins over on-premise centers economically and psychologically.
An on-premise call center is crushing your business; it drains your money when cheap sources are available and reduces your employees’ morality. The new-age technology in cloud-based systems comes with added benefits and tools to produce reports on employees’ performance. It is easy to install, requires very little maintenance or supervision, and solves the problem of space. While traditional call centers paved the way for the formation of the industry, it is high time to drop them and get in line with the trend.