Introduction
A cloud-based call center is a communication platform that has its call center technology in the cloud and is hosted as well as supported by a third-party vendor. A cloud call center includes core technology that consists of an Automatic Call Distributor (ACD) and the Interactive Voice Response (IVR) system. Cloud-based call centers streamline complex business communication to simpler and easy communication. The best call center software in India can be easily integrated with other solutions that help a business to gain deeper valuable insights into everyday customer conversations.
Roles of Cloud-Based Call Center in Boosting an Agent’s Productivity
1. Call routing and recording: Cloud-based call centers can automatically route and record all calls. With the automated feature, manual work can be reduced which offers more productive time for the agents. A business can make communication better and enhance productivity with a cloud-based call center. Automated call routing reduces manually connecting a customer to a specific department or keeps the customers entertained during the wait time. Call recording helps a business to record all calls without the agents tapping record buttons for every call.
2. Call tracking: The best call center software in India helps a business to track every inbound and outbound call. Call tracking helps a business to monitor end-to-end calls without manual efforts. It also makes a business identify key patterns and concerns of each call. It can easily monitor every agent’s performance during a conversation. It helps a business to enhance agents’ drawbacks and also valuable communication skills. The drawbacks can be modified and nurtured which can enhance productivity.
3. Concurrent calls: With a cloud-based call center solution, a business can handle concurrent calls. It helps a business to handle large call volumes with fewer efforts. The burden of handling huge calls one after the other gets less and it reduces the workload of the customers. A business can easily manage more customers, reach more potential customers, and also offer less workload to the agents. The time can be used in different other productive work by the agents.
4. Call control: A business with a cloud-based call center can queue calls with mute, hold, warm transfer, and queue call back along with voicemail features. As there are many options to keep the customers engaged and occupied with a call routing or transfer, it makes communication engaging. A business can use the call control feature to gain maximum benefit while also boosting the agent’s productivity.
5. Sticky agent concept: Cloud-based call centers can use the sticky agent concept to benefit the business and agents together. The feature redirects the repeated calls to the agents they last spoke to which offers familiarity in comfortable communication. It also offers a more personalized customer experience. The touch of knowledge and rapport helps customers to communicate easily and get resolutions in a very short time. A business can use the sticky agent concept to enhance customer service delivery and strengthen the customer experience. On the other hand, it boosts agents’ productivity as the agents can easily offer services in very less time. As the agents are familiar with the concerns and choices of the customer, it makes business communication smooth.
6. Flexible working condition: A business with a cloud-based call center solution can forward all customer call to the agent’s mobile number as well as landlines. It offers work flexibility to the customer who can work from home or during traveling. Many a time due to lack of remote access of working, agents are forced to take leaves that are reflected in their salaries. With a cloud-based call center solution, a business can offer to work from anywhere as per the preference of the agents.
Conclusion
The best cloud center software in India is the one that helps a business to grow steadily. A business can use choose from many providers as per the need and budget of the business. The best cloud center software in India makes work easier for the agents and supports them in offering their best service. The cloud-based call center can be integrated with many cloud communication solutions. The pricing of the packages is different and based on different providers. Knowlarity offers an unlimited contact center package, cloud contact center plan, and assert rental plan per month.
Tags: cloud-based call center
