In a recent study of consumers trying to resolve issues with company contact centers, approximately 62% try resolving through self-service platform. When consumers are unsuccessful with self-service, approximately 79% continues with a conversation with an agent.
Customer expectations are constantly increasing fueling the demand for improving service, when most contact centers have not changed in over 20 years.
On a recent technology conference, I read that an average rep needs to access 8 systems in order for a customer’s question to be answered, which is approximately 15% of a rep’s time to research across different systems. On a contact center size of 300 agents, this would cost approximately $1.57M of loss productivity. That’s a lot of money.
With increasing competition, contact centers today must evolve into a new type of management, one that needs to be more automated with minimal human intervention. But choosing the right solution can be daunting and time consuming. Which technology or company would give you everything in your wish-list in addition to cost savings?
Technology has always fascinated me, specifically, cloud technology. Scalability, mobility and agility are some of the main reasons to switch to the cloud.
Hosted Cloud solutions can give a contact center the cost savings with minimized IT technician or specialist, reduction or elimination of on-site real estate from your on-premise, elimination of phone charges, minimized or elimination of support fees, elimination of licensing and so much more.
Once you’ve switched to the Cloud, an Administrator on your site can manage agent call flows, scalability during seasonal times when there’s an increase in phone support which can be done within a few minutes when an on-premise sometimes would take days.
Office expansion can be done within a few hours with minimal downtime but with on-premise it could take weeks. Whether it be down the street or in another continent, your Cloud solution can be connected within hours saving you time and money.
The bottom line? There is no reason for contact centers not to switch to the Cloud.
Konnect Up Solutions is the business answer for telecommunications and cloud technology. We partnered with over 150 resources and expertise to assist in the assessment, design and build for improving and managing your TI environment.
