Every interaction matters whether it’s an inbound customer service call or an outgoing sales phone call. Often, it takes more than one associate to resolve an issue or answer a question to the satisfaction of your customers. CCaaS provides key benefits for contact centers, including lower operation costs, easier integrations, and nearly unlimited scalability. Read on to learn more about these benefits:
Flexibility
With contact center as a service, you can use cloud technology to scale quickly to meet your business needs. By eliminating upfront costs and maintenance expenses, CCaaS helps you reduce the cost per call and maximize your ROI. For example, a customer needs assistance connecting their new printer. With digital deflection, a CCaaS solution will route that call to a chat or messaging app where a customer service employee can help. This flexibility allows you to offer better support through the channels that customers prefer.
Automation and analytics CCaaS solutions increase productivity by allowing agents to concentrate on more complicated inquiries or follow-ups rather than manual activities. These tools provide a bird’s-eye view into your team’s performance and show how much time is spent on repetitive tasks or how many steps it takes to resolve a customer issue. The insights you gain from these features will help you optimize your customer support processes to improve the resolution experience and increase customer satisfaction. It, in turn, will lead to greater loyalty and retention.
Scalability
CCaaS allows companies to offer customers the freedom to contact them via their preferred communication channel. Customers who don’t want to talk on the phone can use email, social media, or live chat for a smoother support experience. It also improves data integration between channels and gives agents insights into customer interactions. During high call volume, CCaaS can quickly scale to meet demand. It reduces customer wait times and allows customers to get their needed attention. Integrated tools like speech-enabled IVR and automated call distribution (ACD) make routing calls to the appropriate agent easier.
The on-demand nature of CCaaS also makes it easy to reduce capacity when needed. Suppose you add 50 seats to your CCaaS solution during the holiday season, for example, when the peak is over. In that case, you can decrease the number of employees without incurring additional costs. It enables a flexible and agile approach that helps keep your agents happy and engaged. It, in turn, translates to a seamless, frictionless customer experience.
Automation
Today’s consumers expect lightning-fast response times and effortless resolution from the businesses they purchase from. If not satisfied, they’re quick to walk away. CCaaS solutions offer automation tools that help companies serve more customers more effectively at a lower cost. Self-service CCaaS features, like chatbots and automated routing, free up live agents’ time to assist with complex support issues. They also speed up project timelines with tools that automate common tasks, reducing the risk of human error and boosting productivity.
CCaaS makes it simple to keep tabs on customer and employee performance. Its historical and real-time reporting gives contact center leaders a bird’s eye view into staffing, channel optimization, and customer experience metrics. Advanced CCaaS capabilities, such as Dialpad Ai, automatically transcribe callers’ audio, equipping employees with valuable insight into the moment. Streamlining these processes helps teams focus on what matters and improves employee retention and productivity. This results in a better, faster, more personalized customer experience. Ultimately, a more optimized workforce is less likely to have to hire additional team members during busy seasons.
Analytics
Modern CCaaS systems offer several tools that help companies analyze customer support data and use it to improve the overall resolution experience for customers. From digital deflection to automated call routing, these platforms streamline inbound communication channels and enable agents to answer questions faster. In addition, several of these solutions incorporate a variety of analytics that give businesses at-a-glance access to key metrics like average wait time, service level agreement (SLA), and more. It enables managers to spot potential problems and act swiftly to address them.
For example, a high transfer rate can indicate that customers are frustrated and dissatisfied with your self-service options or that you’re not Contact Center adequately staffing during busy periods. Another common metric is first-call resolution (FCR), the percentage of calls resolved by the agent who picks up the phone rather than transferred to a specialist. Other important KPIs include customer satisfaction (CSAT), average agent handling time (AHT), and more. Having these tools at your fingertips can help you pinpoint potential areas for improvement that will make a difference in your overall customer experience. To find more details, click here.
Integrations
CCaaS solutions have integrated tools that help teams save time by automating routine tasks, reducing data collection and processing errors, and speeding up project timelines. These tools Contact Center also allow agents to spend time assisting customers with more complex issues and taking on more leads. Aside from automated services, a CCaaS solution should offer tools like chatbots and live customer support. These digital channels allow customers to communicate with your company through their preferred mode of communication. For instance, many people are uncomfortable talking over the phone so they may interact with your business through text messaging.
Look for a CCaaS provider offering a unified communications service (UCaaS). This cloud-based platform contains an organization’s enterprise communication apps. It includes features such as video conferencing, collaboration tools, instant messaging, and voice calls. A Contact Center UCaaS platform can be combined with your CCaaS to provide a seamless experience across different channels for your employees and customers. It also offers automatic call distribution, a skills-based routing engine, a consolidated omnichannel agent desktop with customer context, and more.
