For most companies, there is a natural ebb and flow in the number of inbound customer service inquiries and proactive outbound notifications handled throughout the year. Tax preparation firms get most of their business during tax season, shipping companies experience increased traffic during the holiday season, and outdoor amusements like theme parks and golf courses are busiest during the warmer months. Additionally, there are numerous organizations that experience unexpected rises in customer traffic during emergencies such as data breaches, power outages, and natural disasters. Organizations need to be nimble enough to adapt to changes in volume from all channels, including voice, email, social, and mobile.
Cloud-based contact centers such as Aspect’s Zipwire solution can help lower your total cost of ownership by using scalability to adapt to increases and decreases in customer engagement. Unlike a typical contact center solution, you don’t have to carry seat costs throughout the year to prepare for seasonal changes in usage. The money you save during your company’s off-season can be useful during times such as the busy holiday shopping period, when you’ll need additional agents to engage with anxious shoppers. Additionally, your company can save costs by letting your vendor worry about the telecommunications network, your contact center’s infrastructure, and maintenance responsibilities. Your IT team will be free from maintaining your contact center’s software and hardware.
Scalability also allows your contact center the ability to make changes easily and quickly. When call volumes spike, you can easily bring in more agents and not worry about paying for last-minute additions. You can also incorporate more training and software programs as you need them, not as required by a contract or package. This gives you the freedom to scale your operations up or down as your business needs dictate. It’s a win-win solution for companies who are looking to save costs, especially small businesses that don’t have the people or resources for a complex contact center solution.
Is your company in need of a scalable contact center solution? Sign up for a free 30-day trial of Zipwire now, and get started using a cloud-based system in just minutes.