What does moving your Contact Center to the cloud mean to the customer? Are there benefits? Calling into a contact center is never a favorite task of anyone. We know that a number of us hang up in frustration when we call in and either get put in a queue waiting until an agent is available or even worse, enter into a seemingly endless series of menu choices while trying to solve our issue. Could a move to the cloud alleviate some of the problems in an overwhelmed contact center?
We suggest that yes, the solution to some of the problems in your contact center is to move it to the cloud. We know that this migration can save money. Can it also actually improve your customer experience? A recent study by the Aberdeen Group indicates that customers are more pleased with their service when dealing with an efficient cloud contact center. In fact, it showed abandonment rates were significantly lower in cloud contact centers compared with traditional call centers, with just 4.5% of calls abandoned.
Why Do Customers Hang Up?
As previously mentioned, customers often don’t want to be calling into a contact center in the first place so there is already a bit of frustration. Add in long hold times or being transferred from agent to agent, having to explain your reason for calling over and over again and its even more obvious why there are so many lost calls.