Front-line call centre activities will be pivotal to the success of many businesses in Australia as we emerge from the COVID-19 recession. In meeting the challenges ahead, companies that adopt on-demand cloud call centre & predictive diallers will experience a level of versatility not available with traditional call centre software.
Moreover, both inbound and outbound customer-facing activities will undoubtedly provide businesses with a significant means of gaining a competitive edge over rivals.
On-demand cloud call centre applications enable businesses to quickly align human and technological resources with operational goals. In short, access to advanced call centre technology that incorporates a flexible price model, provides businesses with the capacity to have sufficient technological resources available for the number of staff working on any given day – regardless of headcount fluctuations and location of staff.
Furthermore, on-demand cloud services eliminate the need for management to both ‘’naval gaze’’ and wait for delivery of customer-facing technology and telecommunications. Moreover, the associated ‘Pay as you Go’ price model cuts wastage across the spectrum; and is thereby highly effective and cost efficient.
Armed with advanced capabilities, call centres that are able to exploit on-demand cloud services, are able to not only efficiently manage customer-facing activities, but more to the point, are able to efficiently solicit the marketplace for new customers, as well as nurture client relationships on scale.
As consumer demands and competitor rivalry intensifies, ‘Speed to Market’ capabilities are becoming increasingly important. As a result, call centres that are equipped with on-demand capabilities are likely to be better positioned to respond to marketplace demands with precision and immediacy. Likewise, on-demand also provides organisations with the capability to reach-out to customers ahead of their competitors.
Importantly, the versality of ‘on-demand’ needn’t compromise call centre functionality? Key functionality to expect include;
Reliability doesn’t come by chance. Rather, it is the result of a significant investment in the cloud infrastructure as listed below;
Business Continuity is paramount when it comes to business-critical contact centre applications. After all, your call centre is the ‘’engine room’’ of both client acquisition and retention.
Business continuity imperatives include;
CRM integration with call centre software is vitally important for many organisations. Webhooks and API’s are now widely used to achieve such integrations – and as a result typically incur a relatively straight forward exercise.
On-Demand services such as the SmartcomCloud Call Centre and Predictive Dialler services provide organisations with; commercial, operational and technical versatility; in that it delivers quality cloud applications as, and when required.
Operate with 100 agents today, 50 the next, and 150 the following day – whatever your business demands require – and you pay for only the services you use each month – as against the predicted figure presented to the vendor at the start of each month.
In addition, further efficiencies can be derived from the self-serve customer portal, that enables managers to order Cloud Call Centre and Predictive Dialler services, as well as telecommunications in real-time.
Albeit the global marketplace shares many traits, consumer behaviour and legislative requirements are unique to each country, including Australia. This being the case, Australian-made call centre technology is more often than not delivered as a turn-key offering.
Furthermore, ‘Australian-Made‘ contact centre cloud services are able to deliver real value ahead of services provisioned by overseas companies. The COVID 19 pandemic highlighted the value of Australian vendors; as they proved their worth with the capacity to deliver quality support services and client engagement in a timely and accurate manner during the height of the crisis.
Additionally, Australian call centre technology vendors, typically deliver competitive advantage through;
In addition to providing clients with increased capabilities, regular software upgrades by Australian vendors, more or less guarantees that the local regulatory requirements are met.
Vendors of Australian-Made call centre cloud services and predictive diallers tend to have cost advantage over foreign vendors; resulting in quality cloud services delivered at an affordable price.
Telecommunications such as VoIP, SMS and 1300 Numbers are often included in cloud based call centre and predictive dialler applications. As a result, customers should expect supply of quality services that incorporate ;
In order to get full value from Australian-Made vendors, its important for cloud call centre and predictive dialler applications to be supported in Australia with a locally based technical support desk – and not an off-shore operation.
Testament to this was none more apparent than during the height of the COVID 19 crisis; whereby the over-night closure of overseas call centres lead to many foreign-owned ICT companies (and for that matter, Australian vendors that had shifted support services off-shore) struggled to properly service accounts, and hence unable to respond to client requirements in a timely and accurate manner. Conversely, albeit Australian based support teams were under the pump, the general consensus is that they coped well under extreme pressure.
The good news for business leaders, is that once requirements are fully-scoped, Australian-Made contact centre and predictive dialler applications can be activated with immediacy by skilled technicians and local support staff that deliver quality implementation services.
The ability to engage with customers in an accurate, timely and consistent manner is fast becoming ‘business critical’. Furthermore, generating growth by firstly securing your customer-base and secondly through client acquisition is a business imperative in these challenging times.
Companies that equip their customer-facing teams with advanced call centre technology that has on-demand capabilities, gain the capacity to better deal with the ebbs and flows of BAU and uncertainty.
Adoption of On-Demand Cloud Call Centre & Predictive Dialler applications will therefore provide businesses with extraordinary capabilities that will hold them in good stead in an increasingly changing environment.
learn more: www.smartcombusiness.com
