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Web-Based Call Center Solutions For Work-From-Home Employees

Web-based Call Center Solution
Call center solutions have come a long way. While traditional on-premise call centers had their advantages, one of the most significant disadvantages of on-premise call center setups is a lack of flexibility. Unlike hosted call center solutions, on-premise solutions do not offer the same flexibility. Apart from flexibility, there are several other factors that work in the favour of web based call center solutions. Hosted or virtual call centers are hosted by a cloud-based server. This is a convenient solution for most businesses and contact centers as they are not as costly and resource-intensive as their on-premise counterparts. It is an ideal solution for businesses that need to set up contact centers to serve their customers better.

Cloud-based Call Center Solutions for Remote Work/Work-from-Home

The primary reason why cloud-based call center solutions are highly preferred is that they offer the flexibility to work from anywhere, irrespective of the geographical location. It is an important factor that has been driving businesses towards hosted software solutions, especially in this time of pandemic when working from home has emerged as the new norm. Agents can work from anywhere, irrespective of the time and location. Cloud-based call center solutions serve everyone, including businesses, agents, and customers. It is easy for businesses to manage both inbound as well as outbound calls.

Moreover, hosted solutions ensure quick and easy scalability as businesses can add more agents and upgrade their subscription plans depending on the constantly evolving requirements of their businesses. Most cloud-based service providers host communication for businesses and call centers on a centralized cloud-based server. This service is usually provided through a subscription-based service, with a number of subscription plans to choose from Different call centers have different requirements, that should be factored in while zeroing in on the right plan.

This is a much more cost-effective solution in comparison to on-premise setups, which tend to have high upfront costs. In addition, there are several other costs involved pertaining to hardware, software licenses, maintenance, and other recurring charges. Added to this is the cost of hiring a large number of employees to ensure the smooth functioning of the on-premise software. These expenses are inevitable as the onus of maintaining and running an on-premise setup falls directly on the company. In many cases, the ROI of investing in an on-premise setup is abysmally low. On the other hand, web-based call center solutions are highly economical, and maintaining them is never an issue as the service providers are responsible for their upkeep.  

Benefits of Cloud-Based Call Center Software

Cloud-based software solutions have proven to be a convenient solution for call centers and businesses working remotely. Since businesses are required to work remotely, they are looking for the right home-based call center solutions for their employees. They can be accessed from anywhere, allowing call center agents to work remotely. Cloud-based call center software ensures seamless cooperation among team members as the data can be easily accessed by everyone. It is a highly cost-effective solution as its maintenance does not take much effort. It is a scalable and flexible solution that is easy to implement, update, and debug. All of these factors make cloud services a highly feasible option.

  • Cost-effective solution for working remotely
Since agents are required to work remotely, it is not only difficult to install the right calling setup at different locations, but also more expensive and impractical. Cloud-based services are less expensive than on-premise setups, which have a high initial investment. Besides, companies must expand their IT department in order to keep the call center operational. The on-premise setup's high manpower requirement in the form of calling agents and other employees ends up costing a lot of money. On the contrary, cloud-based options are less expensive. While it may be more expensive at first, depending on the needs of the business, the initial costs of cloud-based services are quickly recouped due to the high ROI. Moreover, there is no need for frequent upfront costs because the service provider is responsible for managing and maintaining the cloud as well as making it user-friendly. Instead, users must only pay a subscription fee to continue using the service. This is favorable because many cloud service providers offer different subscription plans for different levels of service. Call centers can assess their needs and then select a plan that meets both their needs and their budget. They can always upgrade to a better plan as their company grows and their needs change

  • Streamlined operations and better teamwork 
All call center operations must be streamlined to ensure smooth operation. Communication tends to be complicated and time-consuming in organizations with multiple departments and a large number of employees. This creates a communication gap between departments and gives way to confusion. It places an undue burden on management and frequently results in the waste of time that could have been spent on more productive tasks. This issue is addressed by cloud-based call center software, which ensures that all critical data is easily accessible to everyone and that internal communication can flow smoothly. As a result, employees can easily collaborate and share information while working as a team. Cloud-based solutions ensure that all processes are streamlined and that employees save time and money. Not only does this increase productivity, but it also reduces the burden on employees, allowing them to focus on other tasks that require their attention. Cloud-based services are an efficient way to ensure easy streamlining and teamwork.  

  • Better Scalability and Flexibility 
In comparison to other solutions, cloud-based services provide greater scalability and flexibility. Call centers must expand their resources to keep up with the increasing workload and demand as they grow and prosper. Software solutions that can't keep up with the growing demand can result in major setbacks. To avoid such situations, call centers must invest in web based call center solutions that can keep up with growing demands due to their high scalability. As a result, they can concentrate solely on increasing productivity, as software maintenance is the last thing on their minds. Knowing that all upgrades and maintenance will be handled by the service provider, allows them to concentrate their resources on increasing productivity and producing better results.

  • Updates are made automatically
Call centers that have on-premise software setups are burdened with the additional task of keeping the software up to date. Software that hasn't been updated in a long time tends to become obsolete and reduce productivity. As a result, organizations are forced to install updates manually. This results in the wastage of time and resources and is responsible for a decrease in productivity. Cloud-based services, on the other hand, are automatically updated without causing users any inconvenience.   Security and Recovery of Data Most call centers and businesses are concerned about data security. Although security breaches have occurred in the past, they are not as common as they once were.

The only issue with data that can be accessed remotely is that it can be accessed by anyone. It's also worth noting that a large number of security breaches and data thefts occur internally. Because many cloud-service providers fail at their primary job of providing security, security breaches in the cloud are gaining more attention. A breach of security can be avoided if all precautionary measures are taken. As a result, businesses should invest in a cloud solution that is known to be dependable and secure. Because cloud services encrypt your data in order to transmit and store it, hackers and unauthorized parties have a harder time accessing it. This ensures a higher level of data security.

Moreover, many cloud-based services give users the ability to control and manage security settings, giving them more control and security. As a result, most call centers that adopt cloud-based solutions and services confirm the fact that cloud services offer a plethora of advantages, including security and reliability. No matter how hard call centers and businesses try to avoid it, most of them end up losing data at some point. The most common cause of data loss is faulty hardware. Data recovery is a difficult task, even if it is possible in some rare cases. On the contrary, retrieving data from the cloud is easier because the data does not vanish even during downtime. Cloud-based call center solutions have a clear advantage when it comes to data recovery.    

SanCCS: The Best Cloud-Based Call Center Solution 

SAN Softwares, one of the best software companies in India, has developed the most reliable hosted call center solution. SanCCS is the most effective cloud-based call center software solution for increasing productivity and ensuring customer satisfaction. Apart from handling calls, it can be used to make a variety of tasks easier, including ticketing, sales, appointment scheduling, and call routing. The SanCCS home-based call center solutions enable businesses to serve their customers 24 hours a day, seven days a week. The SanCCS assists contact centers in increasing productivity and ensuring that each client's request is fulfilled quickly.

Every concern, including ticket assistance, sales, appointment scheduling, and technical issues, can be handled without difficulty. As a result, this helps call center agents increase their productivity. It is a clever software solution that enables your company to reach its full potential. It has been created in such a way that it can easily adapt to several industries, including educational institutions, healthcare, and the service industry, to name a few. All of its components are scalable, meaning they can be scaled up or down to meet changing business needs.   In order to function smoothly, all call centers and businesses require the right software solutions for their needs. It is a powerful tool that enables call centers to operate more efficiently and profitably.

The SanCCS has been able to help call centers achieve work efficiency and profitability. It has assisted call centers in streamlining their entire operations. As a result, businesses can improve services and enhance customer satisfaction. The SanCCS call center software solutions are simple to install and use. They allow businesses to manage and monitor phone calls as well as streamline all processes, allowing them to run smoothly. The most significant benefit of cloud-based solutions for call centers is that they enable call centers to operate remotely. This is another factor responsible for the high demand for WFH call center solutions India.  

Why Choose SanCCS? 

SanCCS offers the best software solutions for all your needs. We provide the best-hosted telephony solutions, calling solutions, call billing solutions, order management solutions, ticket management solutions, and enterprise resource planning software solutions. It is easy to integrate with the existing setup and can be scaled easily, depending on the business-specific requirements. The SanCCS has made handling call center operations a hassle-free process for businesses across industries. Some of the key features of SanCCS are:

  • Automatic Call Distribution (ACD)
The automatic call distribution feature uses pre-set distribution options to route a customer’s call to the most suitable agent or department. The businesses looking for wfh call center solutions India find automatic call distribution to be an indispensable feature, as it can route calls to agents working remotely. Handling and routing calls to the right agents can be a time-consuming process. The ACD is an essential feature for call centers operating remotely, as the call can be transferred to the most appropriate agent, irrespective of their geographical location.

  • IVR solutions
An Interactive Voice Response software is an essential tool for call centers to handle calls efficiently. IVR menus and sub-menus can be designed in such a way that they cover the most recurring customer problems. The IVR solutions by SAN Softwares offer a number of features, such as voice mail, call forwarding, call barging, IVR bot, etc. The San outbound dialer is an effective IVR blasting solution that can be used for making outbound calls for several purposes.

  • Easy integration
The SanCCS software solutions are easy to integrate with the existing setup. Integration is an important factor as it helps businesses streamline their operations. With the easy integration feature of SanCCS, you will no longer have to manually enter data about calls and other operations. It can be easily integrated with your existing CRM.

  • Agent performance MIS 
It is important for all businesses to assess the performance of their agents from time to time. The SanCCS call center software provides you with useful data and reports. It provides you with insightful information about the call abandonment rate, average waiting time for customers, calls resolution time, average handling time, etc. All of these metrics help you assess the performance of your agents and help them improve.

  • Click-to-call 
With the click-to-call feature, agents can simply click on a customer’s number on the dashboard and the call will be connected immediately via VoIP. This is a convenient feature as it helps agents save time since they are not required to manually dial each number. The click to call feature is particularly important for wfh call center solutions India as it allows agents to continue calling with efficiency, irrespective of their location.

  • Self-designable Web-Based CRM
The right CRM is the most important feature for any business looking to invest in home based call center solutions. The SanCCS enables businesses to build a customizable CRM. With the right web-based CRM, businesses can carry on with their operations even when their agents are working from home. Apart from these, the SanCCS solutions can also be integrated with a third-party CRM of your choice.

  • Unified agent desktop 
The Unified Agent Desktop allows users to have greater control. It ensures that agents get easy access to call details, customer details, emails, chats, and project details, among other things.

  • Thoughtful UI
All SanCCS solutions have a user-friendly interface that makes them easy to use. The SanCCS work-from-home solutions are easy to use because of their thoughtful UI. Moreover, mobile app support is another useful feature as it provides users with ease of access.

  • Call Recording
All calls get recorded and saved on the server automatically. Since the calls are made using VoIP, the call clarity is top-notch. Recording conversations and all incoming and outgoing calls are crucial as it helps businesses avoid disputes with their customers. It is important for call centers to have easy access to all call details in order to be more efficient and improve their services.

About SAN Softwares

SAN Softwares, a leading software development company in India, has been providing the best cloud-based service solutions to several industries. We have been in the industry for over 21 years and have served more than 2100 clients from all over the world. We provide software solutions that are reliable and help businesses reap the benefits of cloud services. We customize hosted service solutions depending upon the nature of your business and its requirements. All our solutions are easy to install and use, and can be easily integrated with the existing setup. It is a one-time investment that helps large organizations and contact centers enhance productivity and profitability. Our multi-featured software solutions make it easy for businesses to streamline operations, thereby allowing them to work more efficiently.

Frequently Asked Questions

A web-based call center solution is a cloud-based platform that allows businesses to manage their call center operations online without the need for physical infrastructure. These solutions host all call data and software on remote servers, making it possible for agents to access their work from any location with internet connectivity. This flexibility makes web-based solutions ideal for remote work scenarios and businesses looking to streamline their customer service operations.

The key difference between web-based and on-premise call center solutions is the location of the infrastructure. On-premise solutions require businesses to set up and maintain hardware and software at their physical location, which can be costly and complex. In contrast, web-based solutions use cloud servers, eliminating the need for physical setups and allowing easy scalability and remote access. This makes web-based solutions more flexible, cost-effective, and easier to maintain.

Cloud-based call center solutions enable agents to access their work tools and data from anywhere, which is perfect for remote work setups. These solutions provide a centralized platform for handling inbound and outbound calls, accessing customer data, and collaborating with team members, all through the cloud. This flexibility helps businesses adapt to remote work demands, ensuring seamless communication and customer service even when agents are working from home.

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