Every business is unique and has different needs in order to work seamlessly. With a variety of expert contact center on-premises and cloud-based solutions available on the market, it is often difficult to choose the right one for your organization. Here is a short test we hope will help you make your decision in selecting the contact center solution that best meets your needs.
- Do you often need to change the total number of agents (including outsourced contact center services) working on projects and campaigns in your contact center?
❏ Yes, the number of agents in my contact center often changes (1 point)
❏ Sometimes, based on projects and campaigns. (2 points)
❏ No, my contact center operates with a constant number of agents. (3 points)
- Does your contact center communicate with customers using multiple channels (phone, email, chat, SMS, social media, etc)
❏ Yes, we contact customers via a number of communication channels. (1 point)
❏ Currently, we only use basic channels, but we may broaden our range in the future.
❏ No, we only need basic communication channels. (3 points)
- Does your business operate in different countries with separate contact centers in each country?
❏ Yes, my company has separate contact centers in different countries. (1 point)
❏ Yes, my company operates in different countries, but we use one central contact center. (3 points)
❏ No, we only operate in one location. (2 points)
- Do you allow your agents and supervisors to log in and work remotely (home office/ working from home, business continuity plans, etc)
❏ Yes, our employees work remotely on a regular basis. (1 point)
❏ We allow employees to work remotely in special cases only. (2 points)
❏ No, we do not permit remote work, as data can only be accessed from the office. (3 points)
- Does your contact center need to meet any special security requirements?
❏ Yes, my contact center needs to meet the strictest local and/or international PI-handling and data security requirement legislation. (3 points)
❏ My contact center needs to meet the basic security requirements relevant for the majority of contact centers. (2 points)
❏ My contact center does not process customers’ personal and business information and only provides generic support. (1 point)
Results: Add up the points next to each answer you’ve chosen, and find out which is the best solution for you below!
– Between 5 and 7 points – Cloud-based solution
You need a flexible and cost-effective solution that can help you meet your goals, remain efficient and focus on your customers’ satisfaction. A cloud-based solution will allow you to meet your customers’ expectations for professional and reliable support, without requiring large amounts of investment or extensive planning. Furthermore, it will allow you to keep a high level of flexibility in managing your team and their operations – e.g. working from alternative locations, detailed reports, live quality monitoring, etc – providing everything any high-quality large or small contact center needs. Install a cloud-based contact center solution on your employees’ devices and get your professional and cost-efficient contact center up and running within minutes.
– Between 7 and 11 points – Outsourced solution
You need a professional contact center that operates with clear business purposes and detailed guidelines. Your agents work with a fixed set of communication channels and need to provide international support from one central location. Your contact center does not need maximum flexibility for everyday operations, as your agents’ place of work is primarily in an office, with very few opportunities for home office/ working from home or other locations. You do, however, need to sometimes carry out seasonal tasks such as sales and marketing campaigns, periodical opinion and satisfaction research surveys, and so forth. An outsourced contact center is the best option for you to carry out your daily operations, work on seasonal activities and maintain international support from one central location.
– More than 11 points – Hosted solution
There is no compromise when it comes to meeting the strictest customer-information and data-handling rules. You need to be sure that no information handled or stored in your contact center ever leaves the premises, and that you meet the latest and strictest requirements as well as complying with all relevant laws and legislation. Whether it is because you work with customers’ financial and personal information, or because your processes and operations need to meet special regulations, your contact center solution operates under heavy security and strict control at all times.