The concept of cloud computing is drawing more attention for the call center online as organizations are seeking ways to improve performance while also reducing the cost of customer service. This alternative approach to managing customer interactions offers a lower cost to entry, but must be supported through subscription-based pricing. Moving the cost of your call center to an operating expense instead of a capital outlay won’t necessarily solve your budget problems, but it could offer a more efficient platform to balance your spending.

The Call Center Online Removes the Walls

When evaluating alternative methods for managing a call center, the traditional brick and mortar approach to customer service is always targeted as the first to go. Yes, the organization does have overhead costs associated with that real estate, not to mention the upkeep and technology demands to meet the need of the customer base. Moving to a call center online can streamline much of your physical activities to reduce unnecessary activities and overhead, but it won’t remove the focus you still must have on performance and customer service.

Geographic Limitations Are Removed with the Call Center Online

One of the challenges that’s always existed in the traditional call center space is the availability of quality talent. Organizations often make their site selection based on specific criteria for that location. Costs associated with the building, taxes and even the available workforce all play into that decision. The total skill set needed within the call center doesn’t fit into one demographic, however. If the call center has to recruit outside of that area, or try and train those with just the base level of capability, higher costs can ensue. By taking the call center online, agents can work from anywhere in the world, bringing a full range of qualifications, skill sets and education to the job.

The Call Center Online Can Be Paid on a Subscription Base

As the call center is often the most expensive division within any company, the focus on cost is always a priority. When a call center online model is implemented, the organization pays only for what is used. This is a perk when planning for anticipated costs during the budgeting process, but only if forecasts are accurate. Any surge in call volume that doesn’t generate additional revenue can hurt economic outlooks for this customer service model. Your decision makers must be able to accurately forecast revenue and expenses to ensure the call center online is a better fit for your budget. This’s especially true if you already own the building that houses the physical call center. Over time, the call center online may end up being more expensive.

Pay Attention to Agent Performance in the Call Center Online

If you’ve already leveraged a call center online and your agents are no longer working in the cubicles down the hall, it’s important to have robust monitoring and interaction tools in place to ensure optimal performance with every interaction. These software solutions work the same whether your agents are in-house or on the other side of the world. Your move to a call center online should never compromise customer service or agent performance just to trim the fat off the budget.

Before migrating to the call center online, evaluate your current environment to be sure the move will actually save you money. Keep in mind that you can still drive optimal performance and quality customer service, as long as you make it a priority. A call center online is just one area of the budget you can address, but it won’t produce the magic fix.