Organizations establish call centers for several reasons that all tie back to organizational growth and success. The motivation may be to improve customer satisfaction, resolve concerns faster, maximize sales opportunities, or gather feedback to enhance products or services. Oftentimes, it’s all of the above.
Small businesses may create in-house call centers or outsource them to a third-party partner who provides the technology and the staff. In either scenario, organizations must consider what happens if the volume of calls escalates overnight. The surge could be caused by a product malfunction or significant demand for a product or service. If your call center is not set up to expand on demand for moments like these, it may be time to learn more about accidental call centers.
When a sudden influx of calls and an increased need for call capacity occurs, this is known as an accidental call center. When customer demand spikes and either a sales team or a support team is needed almost immediately, cloud-based solutions can accommodate the additional call volume without requiring significant hardware or infrastructure upgrades.
Without this capability, callers’ needs may go unanswered, causing frustration and resulting in lost business opportunities. This is the exact opposite outcome of why organizations establish call centers in the first place. Therefore, it’s crucial to consider plan B when establishing a call center to ensure you have the technology, scalability, and efficiencies necessary to expand as needed.
FluentStream’s cloud communication services provide the flexibility to enable businesses to scale call center operations on demand. FluentStream’s system can quickly adjust to handle increased traffic by allocating resources dynamically without the need for physical infrastructure expansion. Additionally, FluentStream offers a variety of channels (voice calls, SMS messages, etc.) that can be integrated into a single platform. This versatility allows accidental call centers to engage with customers through their preferred communication channel, enhancing the customer experience.
Traditional call center setups require significant initial investments in hardware and maintenance. Cloud communication systems like FluentStream operate on a subscription-based model, allowing organizations to pay for what you use. This cost-effective approach is beneficial for businesses experiencing sudden surges in call volumes.
FluentStream can also enable a virtual call center, where agents can field calls from any location, a crucial need for businesses with remote or distributed teams. Agents can connect to the cloud-based call center system using their own devices, such as laptops or smartphones, allowing for seamless collaboration and ensuring customer calls are handled promptly. Advanced call routing capabilities and interactive voice response (IVR) systems allow businesses to route incoming calls to the appropriate agents or departments based on predefined rules or menu options. IVR systems can provide self-service options for callers, reducing the need for agent intervention for basic queries and freeing agents to handle more complex issues.
Additionally, FluentStream provides call monitoring and analytics features. Supervisors or managers can monitor calls in real time, listen to recorded calls for quality assurance purposes, and gain insights into call center performance through analytics and reporting tools. These features help businesses identify areas for improvement, track key metrics, and make data-driven decisions to enhance the efficiency and effectiveness of the call center.
Furthermore, FluentStream integrates with customer relationship management (CRM) systems, including Salesforce, enabling agents to access customer information and interaction history during calls. This integration provides agents with relevant context and allows for personalized and efficient customer interactions. It also facilitates the logging of call details and outcomes within the CRM system, ensuring accurate and comprehensive customer records.
FluentStream’s cloud communication services ensure customers can quickly set up and scale their accidental call center on demand, optimize call routing and handling, monitor performance, and integrate with other systems to provide a seamless customer experience.
To learn more about how FluentStream’s cloud communications services can help your business, visit: Modern Cloud Communication Services: Supporting the SMB Revolution