Wire Media

For businesses today, maintaining a good standard of service is as important as the product they are selling. This standard of service can be interchangeable with customer engagement touch points. The way a business engages with its customer and serves them before they make a purchase and after they have transacted with the business are important processes for a business to be rated well and preferred by potential and current customers.This customer engagement mostly occurs on voice for most businesses. Phone calls are some of the most reliable systems for effective customer engagement. Hence, cloud telephony services in India are getting popular. A Cloud Telephony System is preferred by businesses too since it is easier to subscribe and maintain. The Cloud Call Center is a cloud telephony system that empowers businesses to have a seamless customer engagement process. 

What is Cloud Telephony?

Cloud telephony is an innovative telephony system that offers personalized and automated call management hosted on the cloud. Since the system is hosted on the cloud, it is easier to implement when compared to traditional telephony. There is no hardware investment or wired systems. Hence no human intervention or maintenance is required. Businesses get immensely organized when they switch to cloud telephony. There are a number of solutions like Cloud Call Center, Virtual Number, Missed Call Solution. The most popular ones that businesses use is a Cloud Call Center.

What is a Cloud Call Center?

A cloud call center is a call management system hosted on the cloud. It is used by businesses to manage both outgoing and incoming calls. A cloud contact centre software empowers businesses to have their customer communication and engagement processes(calls, SMS) over the internet, without the requirement for an on-premise PBX phone system. A cloud-based call center is relatively easier to implement and maintain. It is  cost-efficient and lets businesses have more control, flexibility and visibility into their operations.

Cloud Call Center is a great communication channel

For the features and ease that a Cloud Call Center brings to a business, it is a prudent business choice. Now let’s look at how a business can run its cloud call center smoothly to derive the most value-

• Deploy a feature-led cloud call center

It is of pertinent importance that contact center leaders go for the best cloud telephony services in India for their cloud contact center. There are a number of cloud telephony systems of cloud call centers in India for the same reason. And they are often the product of choice for businesses engaging with their customers. Since cloud based call centers are inundated with features and tools, it is essential for a business to choose one that matches their requirements and comes from an innovative company.

• Have a robust team

It is essential that cloud call centers hire productive and motivated agents for their business. Because even if you have the right tools at your disposal, they are as good as the people who work with them. Hence, have the biggest asset at your disposal and provide them with the right training and advice to make your operations better.

• Have the right scripts

Great calling scripts can make and break the bank for a business especially affecting customer retention and churn. Hence, cloud call centers should continuously analyze their call scripts to make sure that they are never falling behind.

• Set goals and targets

Generally, it is great to make sure that your agents and teams are in sync. And this can be achieved via defining specific KPIs and goals for your business at each level. Otherwise it would be next to impossible to track your performance and improve it as well.

• Have the gold standard of Cloud Call Center

Having a robust call center for business is not complex or difficult, given you have implemented the right call center software and have an expert team. If you really want to take your customer engagement processes to the next level, take into account these 5 tips and let Knowlarity and its Cloud Communication integrations and solutions a try. You’ll be taken aback by how seamless your contact center operations have become while you experience unprecedented growth. Hence,try the gold standard of Cloud Communication Solutions and Cloud Contact Center with Knowlarity now!