In order to gain and sustain economic benefits from your call center business, taking advantage of every possible opportunity to keep things simple, yet reliable, is key. You and your agents need to be reassured that areas of communication are accessible, secure, cost-effective and reliable at all times, especially for call centers that are run virtually and globally. That is why it is pertinent for you, as a business owner, to consider the benefits of Software as a Service (SaaS). SaaS, software that is utilized over the Internet in lieu of being a computer installed software, benefits call centers by offering easier implementation and accessibility, tighter security and better customer service.
The implementation of SaaS is simple because it requires no tangible installation and requires no IT support. There is no hardware to purchase, software to license, or additional charges for administrative, maintenance or upgrades.
Did you know… 36% of companies see the reduction of burden on IT support as a key driver for the use of cloud-based solutions. (spiceworks.com)
Additionally, the user data can be easily accessed from any internet-connected device, making the management of data use and privileges simple to oversee. Also, all users have access to see all pertinent information at the same time as allowed by the administrator. The monthly subscription fee provides the subscriber with the ability to run a virtual call center, free of technological headaches and preventative maintenance and additional user costs.
So, what about security? The security standards for SaaS are higher and tighter than non-SaaS businesses. Most SaaS security includes: Anti-malware scanning; data loss protection; web monitoring and filtering; insider threat mitigation and secure remote access. Call center platforms, when properly customized, can take customer service to new levels. SaaS allows a business to have support strategies set up ahead of time to help customers quickly and efficiently.
Did you know… The average SaaS business generates 16% of its new Annual Contract Value (ACV) from upselling to existing customers. (RJMetrics)
Additionally, call center systems can convert customer queries into helpful learning tools for agents, utilize customer engagements to increase activation rates, prioritize the timeliness of responses to clients, distribute support requests evenly and track minimum response and resolution times.
Saas is simple to use, cost-effective and can be customized to fulfill your call center goals. That is why it is crucial to work with a reputable company that specializes in call center systems. The CallShaper professional team will get you on the right track to success by providing the genuine call center platform customized just right for you- and you can watch your sales soar above the clouds.
CallShaper – Harnessing the Power of the Cloud for Greater Sales Efficiency