Why SMBs should consider Contact Centre Solutions

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Why SMBs should consider Contact Centre Solutions
Every SMB needs an easy, economical way to centralise and personalise their contacts.
Photo by Berkeley Communications on Unsplash

Meet buyers where they are.

Cloud computing has changed the way we do business. From software as a service (SaaS) to data centres in the cloud, business has moved away from trying to do it all itself. But one area has consistently challenged SMBs, being the need to compete with larger enterprise when it comes to contacting customers and following up on prospects and leads.

This barrier has now been toppled with the rise of Contact Centre as a Service (CCaaS). In the past, keeping in touch with customers has meant investing in expensive hardware and software – and the technical staff who can support it.

With the rise of CCaaS, contact centres are now within reach of small business, helping drive growth and allowing SMBs to compete with bigger companies. CCaaS allows users to scale up when demand is high and roll things back during slower times. CCaaS means SMBs pay only for what they use – nothing more.

Features to consider in a CCaaS solution

We recently did a survey of 350 SMB owners and found 69 per cent of customers call the company’s main phone line when they have a query or want to make a purchase. But 41 per cent said their customers only use digital methods of reaching out, including email, webchat, and social media.

Then there are the people who come to a physical location (35 per cent), and the ten per cent who use a self-service knowledge base.

A modern contact centre solution must address all these needs (probably apart from people walking through the door!). CCaaS solutions give SMBs a full suite of tools allowing them to compete with larger enterprises on an even footing.

Adding value through analytics

One of the critical elements of any CCaaS solution is the ability to provide analytics. If you can’t measure it, you can’t control it. Future call performance from your agents is improved by management getting data on average call time, the amount of time customers was waiting on the phone before their call was answered, and whether the issues were resolved first time around or needed subsequent calls or interaction to follow up.

Modern CCaaS should also offer automated call-back, eliminating the need for customers to wait on the line for an agent, as well as interactive voice response (IVR). IVR lets customer answer voice prompts directing them precisely where they want to go, which further accelerates service and leads to faster issue resolution.

Finally, any CCaaS must let your agents meet their customers where they are. This means easy switching between voice, video, and chat.

With the rise of work from home (WFH), many agents have moved out of the contact centre and into their home offices. A CCaaS solution should provide the flexibility for staff to work from wherever they happen to be, with no dissolution of service or performance.

A CCaaS solution is flexible, allowing you to only pay for the seats your business is using. For a business with a lot of seasonality, this flexibility to only pay for what you need is a game-changer.

Agents also need outbound dialing, saving them time and eliminating the need to enter a phone number every time they make a call. This streamlines the process, allowing staff to make more calls in a more effective way.

Every SMB needs an easy, economical way to centralise and personalise their contacts with the people who make their business possible – the customer. This is where CCaaS drives business value. The best software intuitively understands communication processes, reduces friction, and supplies metrics to prove what is and isn’t working.

Most importantly, CCaaS puts SMBs in the game and levels the competitive playing field with larger businesses.

Lindsay Brown is VP of APJ of LogMeIn.

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