Cloud technology has moved on leaps and bounds over the past few years, and according to statistics from Microsoft, almost half of the World’s contact centres are now making the switch. For the most part, it comes down to cheaper prices, and the scalability that comes from hosting your services with a reputable tech company.
It’s not all plain sailing though, there are a few things that can hold any company back from taking the plunge with hosted dialler services. Reliability is one issue, whilst concerns about data security and essentially giving over your infrastructure to a third party company is another.
With this in mind, how can you move your dialler to the cloud, whilst ensuring you’re prepared for any downsides? Here are our top tips to finding a good hosted dialler company that will look after your systems.
Double Check Who Owns The Systems & Infrastructure
For a hosted dialler system to really excel, it needs to its own carefully managed infrastructure that’s easily scaleable. You might think this should be the case; however, at the lower end of the price spectrum not all is how it might appear.
Always look for a provider that owns their own systems, and has the capability to control the day-to-day running of their service.
In-House Technical Support
There’s nothing more frustrating than ringing a support line and getting through to a gatekeeper – especially when something is stopping your agents from dialling. Choosing a company that has a well run support function will mean always getting through to someone that can help when you need it most. If the support team is represented by people with good experience of the technology they work with, you should find most issues can be fixed quickly.
All support services should also be backed up by a service level agreement, ensuring that issues are resolved quickly and effectively.
Clients of All Shapes & Sizes
Our last tip, is to try and find a dialler provider that deals with clients of all shapes and sizes. Most dialler companies will be more and happy to introduce you to current clients who can talk to you about their use of the system.
By looking for clients of all sizes, you can get a better understanding of how well the company can scale up. The ideal hosted dialler provider should be able to serve smaller clients and large organisations alike – providing a comparable level of service.
If your dialler company can serve a large company well, they should be able to do the same thing for you.
Finding The Right Team
When looking for a new dialler provider, always listen to what they say during early discussions. They should be happy to answer any questions you have, and be eager to ensure your satisfied with the results. They should also be able to guide you through any transfer to service from your current system to the cloud.
At Blue Telecoms, we tick all the boxes above. From our in-house support team, to our dedicated server cluster and communications systems – we have the power to serve large and small clients alike.