Call Center Solutions for Large Businesses: A Detailed Guide

Customer experience is the most important part of your business to increase your revenue. A customer call center can help you in giving your customer the best experience possible. It becomes expensive to run a call center along with other aspects of your business. That’s where call center solutions come in.

Wondering what are call center solutions and how it can help you? We will come there. Before that, let’s start with the importance of call center solutions for a large business.

Why Do Large Businesses Need Call Center Solutions?

Running a large business includes many factors to consider. There are multiple reasons why you need a call center.

You need a call center to provide an immersive customer experience. It includes marketing, sales, and customer services as well. Depending on the nature of the business, you will need to get the business solution that’s right for you.

A call center is one of the best types of services you can provide here. An email takes a lot of time to solve. Instead, a live chat or phone support will work a lot. When it comes to chatting, your customers might not get a proper satisfying response from the team. This spoils their experience.

Instead, a call center will not only provide an instant response to their query but they are more likely to get a satisfactory answer in a phone call rather than a chat.

Types of call center solutions (and selecting the right one)

There are multiple types of call centers you can use. If you are not digitalized, you might only know about the in-house data center. There are usually 4 ways you can set up a call center.

• In-house Call Centers: When you set up a call center in your company, it’s called an in-house call center.
• Outsourced Call Centers: Outsourced call centers are when you outsource all the duties of call centers to external call centers or call center providers.
• Hybrid Call Centers: Hybrid model is opted by many medium organizations as it’s a combination of both in-house and outsourced models. You can have your agents work at the call center.
• Cloud-based Call Centers: The most popular call center services for almost all types of businesses the cloud call center solutions.

An in-house call center takes a lot of costs and time. You need to take care of many things when you have an on-premise call center. So, it’s better to outsource it. However, there are always issues of quality when you completely outsource it.

For this, many people from medium-sized organizations prefer a hybrid model. Instead of going with a hybrid model, you can opt for cloud services. With this, you can access your call center ay anytime and anywhere.

Cloud-based call center solutions work 24/7. It provides services like automatic call distribution (ACD), interactive voice response (IVR), real-time analytics, and reporting. It’s recommended for all businesses whether it’s a small organization or a large enterprise.

Let’s understand it in detail.

Is a Cloud-based Call Center right for you?

A cloud-based call center looks interesting as you can monitor the quality and progress of each agent.

For many people, the term cloud-based call center is pretty new. So, here’s a quick explanation for them.

A cloud-based call center is hosted in the cloud. Unlike a traditional call center, the cloud doesn’t require any hardware of your own. So, a call center solution provider such as AlxTel, will set up a complete call center portal for you in the cloud.

Once the cloud is up, you can have your agent work on it from anywhere. The cloud system comes with features where the call is transferred to the right agent.

Cloud-based call center solutions offer cost-effective and scalable ways to manage customer service and support, while also providing real-time analytics and reporting. In addition, other IT solutions for Enterprise such as CRM systems and IT help desk services can further enhance a business’s operations and support its growth.

Benefits of cloud call centers

Cloud call centers have numerous number of benefits as compared to any other call center models. We will see a few of them here.

Cost effective

To begin with, cloud call centers are extremely cost-effective. There is no need of hardware except one device with internet connectivity to receive the calls. Every hardware needed is used from the cloud service. If we just calculator the hardware cost, you will save a lot of money here. Along with this, it can potentially help you cut costs on salaries. Let’s talk more about it.

Flexibility

With cloud call centers, you don’t need to hire people from a specific location to manage the calls. Your agents can work from anywhere. If you are a large organization with multiple offices, you can have your agents work from any office. Everything is controlled centrally from the cloud. You can also outsource the service to a call center.

Reporting and monitoring

One of the biggest problems people face in outsourcing call center service is the quality of the customer experience. There is no proper way to measure the quality. With cloud call center solutions, you can monitor your agents and get weekly or monthly reports for their performance. This allows you to closely monitor the center as if it’s an in-house call center.

Ease of use

Everything is manageable from a single platform. A cloud dashboard is easy to use for all the agents. As it’s centrally controlled, you can even host a single training for all the agents across all the cities/countries. This reduces the training sessions of the agents. Moreover, as the platform is easy, the agents will also save some some time during calls.

Scalability

A business grows as time passes. There will be more customers after 6-month. More customers impels more number of calls which requires more agent. A cloud system is scalable to a huge extent. The system can handle any number of calls and agents. So, you don’t have to worry about buying new hardware for the new center.

5 Must-Have Features in Call Center Solution

When you are finalizing the call center solution, you need to look for these 5 services or features. If you are running a medium to large enterprise, you will need all these features at one point. So, even if you don’t need any of these 5 features, it’s better to ask if the provider has the capability to deliver it when needed.

1. Skill-based Automatic Call Distribution

Almost all cloud-based call center services have this feature. It’s one of the core features needed to run a digital cloud center. With ACD, the call is automatically transferred to the next available agent.

It’s common to have ACD in all the cloud centers. However, what you need to look for are the skill-based cloud centers. For instance, if a customer calls for a specific purpose, the cloud should transfer the call to the right agent with the proper skillset. An additional IVR and broadcasting feature is also required.

It will not only decrease customer queues but you can also save a lot on call charges. A faster response ensures better customer satisfaction.

2. IVR and broadcasting

An incoming IVR is common in all call centers. However, you should also look for outgoing IVR. With outgoing IVR, you can schedule your messages and announcement at a specific time. The cloud system will call the customer and play the pre-recorded message.

It allows you to reach the customer even when the agents are not at work. When it comes to making announcements or reminding the customer of the service expiry, you don’t specifically need a live agent. Therefore, you can reduce the cost by setting up an IVR and broadcasting service for the same.

Setting up reminders and important updates via IVR and broadcasting will remind the customers of the upcoming major events. We recommend you only set up important and interesting announcements on IVR for better response.

3. High-traffic Inbound calls

Inbound calls are basically incoming calls coming into your call center. It doesn’t matter if you offer customer service or it’s for the leads, it’s a high-traffic place where you might see multiple calls at the same time. Even if you implement an inbound calls system, there will be a small queue.

So, you will need features that automatically prioritize the hottest leads and high-priority issues. In this way, the customers who need urgent help will get the first response.

Your customers don’t worry about getting “super-fast” responses if their issue is small. However, when it’s an emergency, they should get the answer right away. So, instead of implementing the first come first serve, you should serve based on priority.

4. Affordable outbound calls

Outbound calls are yet another aspect of a call center solution. There are many businesses that don’t use outbound calls. If you have a significant number of customers, outbound calls are not needed as they might fire back.

These calls cost a lot of money as most calls have a very low conversation rate. If you are running it in a pilot campaign, you might want to reduce the overall cost of the calls. You can do it by getting affordable calls.

There aren’t many things you need to see when it comes to outbound calls. Low-cost and analytics/reports are the two main things you will need.

5. Global Coverage with clear VOIP quality

With the internet, you will surely have a global audience. Virtual phone numbers should be available in more countries. AlxTel provides global coverage for more than 120 countries. In simple words, you can virtual numbers of all these countries.

You will also need to see clear VoIP quality. The platform is easy to use and manageable from anywhere. It should have better phone quality for both the caller as well as the receiver.

As it’s a cloud platform, you should go with a company that has significant experience in offering cloud services. In this way, you can ensure that the cloud won’t go down even during the peak hours when there are more calls than usual.

Choosing The Best Call Center Solutions Provider

Now that you know everything about call center solutions, we will see how you can choose the best call center solution provider.

Here’s a quick checklist to check while choosing the provider.

• See if they provide multiple VoIP phone numbers with global coverage.
• You can always see if the call centers include inbound, outbound, and IVR.
• As you grow your business, more people will start calling. So, the service should be scalable.
• An easy-to-use platform is always an advantage. It becomes easier for your agents to understand.
• Basic features are real-time analytics, IVR, CDR, analytics, reporting, etc. are a must.
• Above call, the call center solution provider should be easy to reach. Meaning, they should provide world-class customer support.

Looking for all? Go with Alxtel call center solutions.

Why choose AlxTel for the call center solution?

AlxTel has been in the industry for many years. We provide cloud services, managed solutions, and consulting services for small to large enterprises.

Call center solution is one of our most popular services. We use multiple carrier services for a clear line. Along with this, being in the IT space, we have a strong backend for the cloud platform. You will get high uptime with no failure in between calls.

Our services include all the features mentioned in this guide with many more included.

The best part with AlxTel is that you can pile up other services with us. We provide many other services that you might want. It includes cloud services, IT help desk services, staff augmentation, CRM solutions, and many others.

We ensure that all these services work together to provide a concrete solution for your business. It helps you save time and effort as you can manage everything from one place.

Lastly, we believe in communication. For the same reason, we are available 24/7 for our customers. Our team will help you even if you have a small doubt or query before or after opting for our service.

Want to know more? Contact us today and our team can schedule a consultation call for your organization.

Frequently Asked Questions:

Why do large businesses need call center solutions?

Large businesses need call center solutions to provide an immersive customer experience that includes marketing, sales, and customer services. A call center provides instant responses to customer queries, which increases customer satisfaction and loyalty.

What are the different types of call center solutions?

The different types of call center solutions include in-house call centers, outsourced call centers, hybrid call centers, and cloud-based call centers. Each has its own advantages and disadvantages depending on the nature and size of the business.

What are the must-have features in a call center solution?

The must-have features in a call center solution include skill-based automatic call distribution, IVR and broadcasting, high-traffic inbound calls, affordable outbound calls, and global coverage with clear VOIP quality. These features improve customer experience, reduce costs, and increase efficiency.