What is CCaaS?
CCaaS is used by businesses to handle interactions with customers on various channels like telephone, e-mail, chat, and social media platforms. A business is saved from buying any hardware and software as the provided CCaaS solutions lie in the cloud.
Furthermore, industry research has shown that for every $1 invested in a contact center infrastructure, approximately $2 will be spent on maintenance.
What makes this technology appealing and necessary?
CCaaS is becoming increasingly popular because it offers a number of advantages over traditional on-premises contact center solutions, including:
Cost savings
A CCaaS solution is usually a cheaper alternative in comparison with an on-premises solution that the business pays per usage.
Scalability
Businesses can just add or remove more of the CCaaS solution’s users and resources.
Flexibility
CCaaS helps companies in having flexible solutions where firms can tailor their platforms according to their requirements.
Reliability
Cloud-based CCaaS solutions are also extremely dependable and accessible.
The average cost of setting up a traditional contact center is around $15,000. Whereas, on average CCaaS solutions cost up to $200/month per agent.
The CCaaS Customer Service Tech meta trend includes CCaaS
The customer service tech meta trend is about leveraging technology to enhance customer-related services. This includes CCaaS which enables firms to achieve an integrated and channeled approach towards providing customers with comprehensive experience.
The rising call volumes and high turnover are being challenged by CCaaS
Call numbers and employee turnover rates are increasing among customer-care leaders. CCaaS can help businesses to battle these challenges by:
Improving operational efficiency
Improving operational efficiency: In regards to business efficiency, CCaaS solutions can assist in the automation of activities like call routing and a customer’s data management. This might set the agents free for improved customer service.
Empowering agents
CCaaS allows agents to benefit from such tools as real-time customer data and an integrated internal knowledge base. This also ensures that agents solve customer issues faster and better.
Improving employee satisfaction
By offering a mobile and flexible work environment, CCaaS may also improve employee satisfaction. This will help cut turnovers and bring about high staff morale.
Technologies, including customer service software, are expected to increase 5x within an eight year period.
It is expected that there will be a 5x increase in the market for such technologies as customer service software over the next eight years. This growth is being driven by a number of factors, including:
- Customer service has become more and more important.
- Multichannel customer interactions.
- The increasing use of cloud-based solutions.
Case studies
Here are a few case studies of how businesses are using CCaaS to improve their customer service:
- Company A: With rising calls, a large retail company could not cope. The result of this was that they adopted a CCaaS solution thereby cutting down their average hold time by fifty percent.
- Company B: There was a problem of high attrition rate among employees in a call center in a financial services company. By deploying a CCaaS strategy, they turned things around which reduced the turnover rate by sixteen percent.
- Company C: One of the healthcare providers was seeking a means through which it could enhance the client’s experience for its patients. Implementing of CCaas solutions they reduced their customer’s satisfaction score by 10%.
CCaaS reduces these costs because customers pay for the subscription, which covers installation and maintenance. Notably, CCaaS solutions can be installed within five weeks (depending on the complexity required). Whereas it takes a traditional contact center approximately three months to become fully set up.
Conclusion
The CCaaS is quite a popular software and it is one of the latest technologies in this field that significantly changes how the companies provide their customers with support. CCaaS has several benefits compared with traditional on-premise contact center solutions such as they are cheaper, more scalable, and flexible, and 61% of customer care leaders report higher call volumes. And 58% of customer service leaders expect volumes to increase further in the next 18 months.
CCaaS provides a viable approach for improving your customer service if this is something that you’re trying to do.
Additional benefits of CCaaS
In addition to the benefits mentioned above, Notably, around half of customer care centers have reported a rise in employee attrition over the last 12 months. CCaaS also offers a number of other benefits, including:
- Improved customer satisfaction: With CCaaS solutions, organizations will be able to provide customers with an improved omnichannel experience.
- Increased revenue: Revenues, on the other hand, can be increased using CCaaS solutions that improve customer service and support.
- Reduced costs: The implementation of these CCaaS solutions may also lead to cost reduction for companies, whereby tasks are automated, employee turnover decreases, and operations improve.
However, CCaaS is a remarkable instrument that assists organizations regardless of size to enhance their customer service and attain their objectives.
