CRM For Call Centers

Our clients often ask if a cloud-based CRM for call centers or an on-premise solution is better, when starting a call center of around 50 agents, and are debating subscribing to a powerful cloud-based contact platform or setting up and self-managing an on-premise software. With the cost and time required to manage a call center internally being very high and unnecessary, we recommend that you sign up for our call center CRM with a power dialer to experience the benefits of a cloud-based solution and be up and running instantly.

Before you choose a CRM for your call center, consider important details such as:

  • The functions that you need the system to perform – on top of having a softphone, can your agents send and receive text messages and emails?
  • Does the system provide online visitor tracking?
  • How quickly you want to implement the system
  • Pricing and billing practices (when you’re small, flexibility matters)
  • The kind of growth you’re expecting for your team and your business
  • Whether you want it to integrate with your existing system or replace it

The way we see it, a cloud CRM delivers far more benefits and flexibility than on-premise software ever could. For example, a cloud-based CRM gives you the option to allow agents to work remotely without sacrificing the reporting that managers need to make sure everything’s on track and running smoothly — all without having to be physically in the same office with every member of your team. A hosted CRM also offers increased scalability and the opportunity to remain on top of the latest technology with seamless integrations that don’t require hefty additional investments such as email and calendar integrations (good systems come with Gmail and Outlook integrations out of the box).

Think about how much cloud computing has grown in the last few years. Experts estimate that from 2013 through 2018, cloud computing grew at a compound annual growth rate (CAGR) of around 30 percent compared to the overall IT CAGR of 5 percent. Forbes predicts that by the year 2020, it’ll be a $411 billion business. That’s huge.

There’s a reason why today’s tech is all about the cloud. Modern businesses of all kinds benefit from cloud-based solutions — so much so that businesses large and small are clamoring for cloud-based solutions. Whether your call center has two agents or 2 million, the winner between an on-premise vs. cloud-based battle is clear: cloud all the way!

Here are just a few benefits of using a call center cloud:

  • Fast, Easy Implementation: When you’re starting a call center, would you rather spend time installing software, planning hardware, taking care of licensing and setting everything up or getting to the business of your business? On-premise call center software takes so much more time to install and maintain compared to the cloud. It also costs more because you buy the software licensing, and it takes up space, whereas software in the cloud, like a power dialer CRM, doesn’t require expensive phone hardware or implementation costs — all you really need is a connection to the internet and you’re ready to go.
  • Increased Agent Availability and Flexibility: With on-premise call center software, you can only hire agents who can work from your building, but with cloud-based software, agents can work remotely from anywhere and with local presence calling will expand your brand nationally, which makes it easier for your call center to stay open for extended hours and provide amazing customer support from anywhere at any time. Plus, you can select from a larger pool of candidates when hiring.  Lead more about local presence calling here: Understanding Local Presence and the Power of a Familiar Phone Number
  • Improved Customer Interactions and Satisfaction: The same flexibility that your agents are going to appreciate will also translate to better customer experiences. When people can talk to skilled agents when they need to, they naturally have an improved experience thanks to your call center’s increased efficiency and effectiveness.
  • Lower Operational Costs: This is another driving factor in the popularity of cloud computing. Instead of having to invest a large sum of money in the servers, computers, phones, and headsets necessary for on-premise software (not to mention the licensing, office space and other office-related costs), choosing software in the cloud requires minimal startup costs. Choose software with a no-contract account option, and you’re never roped into anything. Cancel, upgrade or downgrade at any time.
  • Scalability: You’re just starting out. You’re planning for 50 agents, but what if the business grows quickly and you need to increase your call force? What if growth occurs slowly and you don’t need all 50 agents for a while? With on-premise software, you have to make another investment as you grow, and you have far less flexibility to add or remove users with changes in your business. With the cloud, though, you can scale up or down in mere minutes with no hassle.