Process over Premise: Cloud-Based Call Centers

The way a business conceptualizes its call center could be the difference between falling in line or out of sync with a company’s long term vision. If process is the underlying functionality of a call center, and premise is the brick and mortar placement (real estate to locate, labor to train, and technology to purchase and maintain), how does one concept work over the other?

Let us assume that cost and quality are considerations for any customer service operation. Let us also assume a call center is a strategic operation, one which is a highly valued component of business growth. What then are the advantages of cloud-based call centers? The driving force behind call center technology in the cloud, in general, is to address the market by adapting with agility to new trends and consumer demands. Considering that innovations in technology are frequently coming out in a cloud based format, many businesses with call centers find that the cloud has this key advantage: integrating applications seamlessly, while accommodating numerous agents or callers to and from any device or location.

To look at it from the opposite angle, the disadvantage of the premise concept to a call center is that it harkens back to information silos, where change of operations is burdensome, resources are costly to share, and maintenance is time and labor intensive. In addition, because innovations are so prevalent in cloud-based tech, the updates to software and systems for a premise based operation does not have near the flexibility that a cloud-based call center does. Not least of these, the hosted call center in the cloud boasts an infrastructure that is not capital, time, or labor intensive—an outcome advantageous not only for new start-ups, but for the seasoned business, as well.

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