Call centers are often referred to as cost centers due to the high expenses associated with every customer interaction, whether it’s through voice or chat. This is why many traditional call centers that use legacy or on-premises solutions are searching for a solution to a fundamental question: How to Reduce Call Center Costs?
If you’re searching for ways to reduce costs in your call center, the good news is that a straightforward solution exists in the form of cloud-based call center software, also known as CCaaS. These solutions are now a top choice for call centers of all sizes due to their speed, scalability, flexibility, and security. Most importantly, they can help mitigate many call center expenses while reducing the total cost of ownership by up to 77%. In this blog, we’ll guide you through six of the most efficient ways to start your cost-saving journey in the cloud.
What is a CCaaS (Contact Center as a Service)?
CCaaS (Contact Center as a Service) is a cloud-based software platform that enables businesses to establish and manage their contact centers using cloud computing technology. It provides a comprehensive solution by integrating contact center software, virtualized hardware, and cloud services into a single system, which is different from traditional call center systems that involve multiple costly components.
CCaaS provides several benefits to businesses, including improved customer service, increased scalability, enhanced agility, and cost savings. By leveraging cloud-based technology, businesses can easily and quickly expand or contract their contact center capacity based on their changing business needs. Additionally, CCaaS allows businesses to integrate various communication channels, such as voice, email, chat, and social media, into a unified platform, enabling customers to choose the channel that works best for them.
How a CCaaS Will Reduce Your Call Center Costs
Cloud-based call center solutions are becoming increasingly popular due to their ability to lower costs significantly. There are several reasons why migrating your call center to the cloud can help you achieve cost savings. Here are a few ways:
1. Less maintenance
By migrating from an on-premises call center solution to a cloud-based one, you can reduce maintenance costs and expenses by 7-15%. When it comes to identifying cost-saving opportunities for call centers, the first step is to understand your expenses. One significant expense for legacy call center systems is maintenance fees and hardware upgrades, which can be a significant burden on your operations.
In contrast, CCaaS solutions have a serverless architecture that is entirely cloud-based, eliminating the need for physical maintenance or periodic hardware upgrades. This feature of CCaaS significantly reduces the costs associated with on-premises systems, making it a more cost-effective solution for businesses of all sizes.
2. Colocation Redundancy (No Server Rooms or Heavy Utility Bills)
One way to reduce call center costs is by avoiding the expense of maintaining a server room, which can be a significant burden for those using legacy systems. However, CCaaS systems offer a solution that can result in significant cost savings through colocation redundancy.
With colocation redundancy, third-party providers encrypt and store your operational data, freeing call centers from the expense of maintaining expensive server rooms. CCaaS eliminates the need for heavy utility bills and wasted office space associated with on-premises systems. Instead, colocation redundancy offers a more cost-effective and scalable solution for businesses of all sizes.
3. No Need for Heavy Deployments
While call centers typically require computers and headphones to operate, legacy on-premises solutions often require additional expensive telco implementations and other equipment. This can add to the overall cost of the call center.
On the other hand, CCaaS provides a more cost-effective solution that only requires a laptop, a set of headphones, and minimum bandwidth to get your call center operations up and running. With CCaaS, there is no need for bulky hardware or heavy deployments that can slow down your operations and add to your costs.
4. Effortless upgrades
On-premises call center systems often require annual upgrades, which can be costly and unnecessary. These upgrades may include systemic and hardware changes that add to the overall expense.
In contrast, CCaaS eliminates the need for hardware upgrades and provides continuous, automatic, and free-of-charge upgrades when new features or improvements are available. With CCaaS, businesses can avoid redundant costs and ensure their call center is always up-to-date with the latest technology and features, without incurring additional expenses.
5. Easy to Work From Home
For many operation managers and business owners seeking cost savings ideas for call centers, remote working has become an increasingly popular option due to its cost-effectiveness. However, legacy on-premises call center solutions may not offer this option.
In contrast, CCaaS provides a more flexible solution that allows call centers to easily implement remote working since it does not require any in-house infrastructure. By adopting a remote working strategy, businesses can increase their call center cost savings, while also providing their agents with greater flexibility and work-life balance.
Furthermore, remote working can also help to increase agent motivation as they won’t have to spend time commuting, and businesses can hire talent from any part of the world, resulting in a more diverse and capable team.
6. Less IT dependency
If you’re interested in lowering call center expenses through cloud technology, consider the amount you spend on IT personnel. The equation is straightforward: the more physical deployments you have, the greater the need for IT support. Legacy systems typically require a significant number of deployments, resulting in the need for more on-site IT personnel. On the other hand, CCaaS systems don’t require any deployments, which means you don’t need as many on-site IT staff. In fact, call centers that switch to a cloud-based system rather than an on-premises solution could potentially save 14% on IT staff expenses each year.
Why ZIWO Cloud Call Center
ZIWO is a cloud-based Contact Center as a Service (CCaaS) platform that is built with cutting-edge technology to revolutionize call center operations. Its primary objective is to equip call centers with advanced tools and features that can enhance their productivity and customer engagement.
ZIWO is a comprehensive solution that provides call centers with a range of benefits, including:
Fully scalable
Easy to integrate
Cost-effective
Pay-as-you-go solution.
How to Deploy to ZIWO Call Center
If you’re looking to cut down on call center expenses, ZIWO Call Center might be the perfect solution for you. This fully cloud-based CCaaS platform offers advanced features and tools that can help streamline your operations and boost your customer satisfaction rates.
Moving to ZIWO is a simple process that involves just four easy steps, which we’ve outlined below:
Step 1: Onboarding
Our expert support team will guide you every step of the way, making it easy to get started with ZIWO. We’ll help you design your workflow and seamlessly migrate your data to our platform, making the launch of your new call center panel effortless. Our dedicated customer success team is always available to assist you, so you won’t have to lift a finger.
Once everything is set up, we provide free training for your agents. With our user-friendly interface and intuitive dashboard, your agents can quickly learn the software in just a few hours. Our goal is to ensure that your call center operations run smoothly and efficiently, without any hiccups or delays.
Step 2: Customization and Reporting
Every business has its unique needs and requirements, and that’s why we offer a personalized approach to software configuration, where we fine-tune our platform to match your specific operations. We provide customized automation, reporting metrics, and a suite of tools that are tailored to your business needs.
Our objective is to ensure that our platform seamlessly integrates with your existing workflows, streamlines your operations, and boosts your overall performance. We work closely with you to understand your requirements and implement the necessary changes to optimize your call center operations. With our tailored approach, you can be confident that you’re getting a solution that’s perfectly suited to your business.
Step 3: Integrations
Thanks to over 15 built-in integrations with popular CRM tools, as well as an open API library that facilitates any other integration—you’ll be able to connect your entire company to ZIWO Call Center software easily.
ZIWO Call Center software offers a comprehensive suite of integrations to help you streamline your operations and connect your entire company seamlessly. With over 13 built-in integrations with popular CRM tools, you can easily integrate your call center with your existing software suite.
Additionally, our open API library makes it easy to integrate with any other tool or software that your business uses. We design our integrations to help you maximize efficiency, improve customer satisfaction rates, and provide a seamless experience for both your agents and customers. With ZIWO, you can easily consolidate all your data into one unified platform, reducing the time and effort required to manage multiple systems. Whether you’re a small business or a large enterprise, ZIWO’s integrations can help you achieve your call center goals.
Step 4: Support & Maintenance
At ZIWO Call Center, we are willing to be involved in your business for a long time. That’s why our tech support team will have your back 24/7 to make sure your operations are running like clockwork.
To Wrap It Up
Reducing costs and expenditures is undoubtedly a critical factor for any call center. However, the benefits of migrating to a cloud-based system like CCaaS go far beyond just cost savings, and these include improved scalability, flexibility, and accessibility, which can help you adjust your operations to meet changing demand and respond quickly to your customer’s needs.
Also, a cloud-based CCaaS can also enhance your security, data analytics capabilities, and integration with other software tools, providing you with a comprehensive and streamlined solution. Overall, a cloud-based CCaaS platform offers a range of benefits that can help you optimize your call center operations and achieve greater success.
Source: ZIWO
