One of many reasons why a call center service provider becomes successful is their use of a cloud-based platform.

60% of call center service provider are more interested in improving their service rather than expanding. 

That’s why many BPO companies are looking for innovations like integrating the latest technology in their system. It helps their client to have a smoother and more convenient transaction.

It is the reason why managed cloud service becomes popular in the outsourcing industry. On top of that, it offers modern solutions to traditional problems and it keeps improving overtime.

What is Managed Cloud Service?

In layman’s terms, it is operating all your core functions over the internet or the “cloud”. These functions include servers, storage, databases, networking, etc.

Typically, you have to pay for a monthly subscription in order to avail a premium cloud service.

However, some BPO companies include it as part of their package. So you no longer have to worry if you need to outsource but have to use cloud at the same time.

Because of the pandemic, a lot of businesses prefer to have a contactless transaction.

That’s why 61% of owners transferred their operations to the cloud last year.

There are three ways that you can implement your cloud service – public, private, and hybrid.

Public Cloud

This refers to a cloud service owned and operated by a third-party service provider. You can access their servers using the website and account they provided after purchase.

Furthermore, this is the most affordable way of implementing cloud service in your business. Thus, 43% of SMEs prefer to use a public cloud service in 2020.

The downside of using a public cloud service is the inferior security. Since you’re using a public domain, there’s a chance that some also have access with your file.

Private Cloud

Private cloud service pertains to the use of a cloud-based platform exclusively for your business. 

You can either install a private cloud on site or have a third-party service provider to host it. Either way it provides you better security for your data.

Only 35% of SMEs use private cloud service because of its high pricing. However, private cloud users admit that they use it for more or less 50% of their workload.

Hybrid Cloud

Say you want your data to be exclusively accessed only by your employees. Yet you also need to share them in different places since you have various business places.

This is where hybrid cloud service can help you. You can purchase a private domain for your information and make it public for your colleagues. 

71% of cloud users, both big and small businesses use this kind of cloud service. This is an increase from the 58% hybrid cloud service users from previous years.

Why Your Call Center Provider Should Start Using Cloud-based Service?

Before you look for a call center service provider with a cloud-based platform, check these advantages first and assess if this is applicable for your business.

Cost Effective

This is one of the main reasons why many businesses outsource their functions. However, you can actually save more by moving your tasks to a cloud-based server.

For instance, it is 40x more expensive to hire in-house IT systems than using an online platform.

Moreover, it will cost you more to set up an infrastructure for your IT server. You need to consider the construction of the space and the maintenance of the software.

Fortunately, you can do the update of your cloud-based server through the website itself. It is more convenient since the provider can do it for you.

Furthermore, the BPO company could also provide you with an IT expert to monitor your online platform. Offshore IT team is more affordable than hiring a local tech support.

That’s why outsourcing to a cloud-based BPO company can give you 30%-50% savings from your fund.

More Efficient Business Operation

The usual average speed of answer (ASA) for a call center company is at least 28 seconds. Anything longer than that can give your customer a horrible experience with your business.

This is what 10% of global customers experience everyday whenever they call a business. 

Although it seems a relatively insignificant amount, it can hit small and medium enterprises competing with every single customer. 

99% of businesses in the US are SMEs and the number keeps getting bigger as time goes by. 

This data shows the high density of options for any consumer. They can easily shift business if they feel a slight inconvenience from your business.

That’s why adopting a cloud-based system can definitely improve your ASA. Some reports say that their answer rate jumped up to 97%. 

Imagine how your customer satisfaction rate will develop further after you implement a cloud-based platform.

Besides answering time, you can also share any information at ease with your co-workers. There’s also built-in analytics in some cloud-based service that will help you analyze the data that you will upload.

Flexibility in Remote Operations with a Call Center Service Provider

The COVID-19 pandemic exhibits how important that business can shift to remote work operations. 

Most of the companies that survived during the quarantine period had a cloud-based service installed on their business. 

It will be the new trend once the pandemic eases up and everything can go back to normal. In fact, 34% of regular employees will permanently work virtually from 2021. 

This number could go higher as soon as more businesses realize the significance of sustaining remote operations.

The cloud-based platform is an important factor when considering virtual work for your employees. It is the easiest way to share information and connect with your colleagues while working remotely.

As a result, 94% of companies’ workloads are exclusively processed in cloud-based servers. This number could go as high as 100% fully automated processes by the next couple of years.

Better Security with a Trusted Call Center Service Provider

Another reason why businesses use cloud-based operations is to tighten their security. 

Although you’re transferring all your information online, 53% of companies aim to increase their cloud security through various techniques – like multi-factor identification.

Besides that, it reduces any risk of human error. As a matter of fact, 95% of security breaches in 2020 come from human mistakes. 

For example, there were more than 400,000 cyber attacks in India last year. 

One of the most infamous cases of cyber attack in India happened to an eCommerce company where more than 400,000 information of their buyers leaked online. 

The reason provided is a human error resulting in a system glitch.

As you can see, it is the main factor why business owners trust cloud-based systems rather than a human operating the service. 

While you can’t totally remove the human factor in the technology, you can reduce their control over your system.

Enormous Data Storage

You need all the data you can gather in order to analyze every aspect of your business. 

As a matter of fact, 78% of businesses agree that collecting and analyzing data can significantly change their business operation.

Out of those who agreed, 71% think that this data can provide new opportunities to generate revenue. They can use this data to determine their buyers’ characteristics and improve their sales cycle.

That’s why it is important to invest in a data storage facility so you can analyze this information. However, maintaining this kind of facility is a very pricey task for SMEs.

Furthermore, there’s a risk of losing the data forever if you have no back-up online. Hence, cloud-based service can work as both your main storage and back-up too.

It is also easier to recover any loss file in the cloud compared to retrieving it in your hardware. 

You also don’t need a bigger physical space if you need to store enormous amounts of data. There is no limit to how much information you can store in the cloud. 

In fact, there’s more than 1 exabyte or almost 1 billion gigabyte of information stored in the cloud.

Characteristics of a Perfect Contact Center Service Providers for SMEs

The needs of an SME and a Fortune 500 business are very different. For SMEs you need a more dedicated service provider that will assist you in your development.

One attribute to look at when searching for a call center company is their flexibility. 

Some SMEs need to outsource multiple functions in their core tasks. It is to ensure that they can maximize the benefits of offshoring.

Besides flexibility, another thing to consider is the quality of the service. You need to know the specialization of the BPO company so you can align it with your needs.

Finally, the pricing is also an integral part of the company’s characteristics. 

Sure there are a lot of call center firms that offer cheap service. 

However, some of them require a minimum number of people to work for your company. This minimum is most of the time tailored for big operations.

So, when looking for an outsourcing partner, make sure that they can fulfill this criteria. 

The Philippines is the most common destination if you want the BPO company to exceed your expectations.

Best Outsourced Contact Center Company in the Philippines for Small Businesses

If you  are a small or medium business looking for a reliable call center service provider then go to Magellan Solutions. We have more than 18 years of experience providing service for SMEs from different industries.

Here are some contact support services we offer:

• 24 7 Answering Service
• Phone Answering Service
• Customer Support Outsourcing
• Outsourced Technical Support
• Multilingual Call Center Services
• Lead Generation Services
• Cold Calling Services
• Outsource Telesales

We are an ISO certified BPO company that strictly follows a high standard of service from recruitment to on-boarding process. 

Besides that, we guarantee a fortified protection for your data. Our tech support team has different security protocols to prevent online breaching.

Our Business Developers can help you in setting up your key performance indicators (KPI). KPIs will guide you and monitor the progress of your business with us.

We also offer guaranteed flexible pricing options based on several factors like service and number of agents you need. Magellan Solutions understands that start-up businesses have limited funds in outsourcing services.

Contact us today and get a free 60-minute business consultation. Please fill out the contact form below.

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