We have already reported on various models for call centre solutions in recent articles. But there is much more to say on the subject. Perhaps it is also worth taking a look at ‘why companies are interested in more flexibility’. Cost is clearly a factor. For many, for example, it makes sense/is attractive to shift costs from CAPEX to OPEX.

But there are also other interesting reasons for opting for a cloud-based call centre solution. For example, flexibility is becoming more and more important on all sides. It is no longer the case that a ‘standard’ call centre will meet an organisation’s needs. Flexible working means that for many agents, the ability to log in remotely and receive service requests is becoming increasingly important.

Moving the call centre to the cloud supports this trend by creating an infrastructure that enables efficient remote connectivity and agent registration. Agents can log in from home, on the road, or simply when they are not employed on a full-time basis.

It also enables a multi-level approach, which can be useful if an agent needs additional help or input from another colleague. A distributed cloud solution also offers the advantage that significantly more staff can be added as and when required.

But agent flexibility and cost are just two of the key benefits of the story. Cloud-based models allow (line/connection) capacity to be added simply, effectively and cheaply – on demand and in a way that can fulfil new requirements.

On-demand capacity can be made available for additional campaigns or promotions, or for seasonal needs. This is not only easier, but also more cost-effective thanks to the on-demand rental approach. “Pay-as-you-go” models can be made easier through the cloud. This results in the simplification of operational and financial planning for companies.

It quickly becomes clear that traditional call centre solutions need to evolve. From a traditional, physical basic configuration to a solution that can cope with the changes in the world of work, in the ‘behaviour’ of agents and the fluctuations in demand. Cloud-based models are tailor-made for these changes and can positively accompany future working and utilisation patterns. JTEL’s solutions are at the forefront of these changes and help to facilitate the migration. Flexible models are offered, providing greater cost control, efficiency and convenience for your future new generation call centre solution.

Why not give us a call to find out how we can help you get the most out of your current call centre infrastructure? Benefit from our expertise in optimising solutions, increasing efficiency, controlling costs and achieving greater flexibility.

Contact information: Lewis Graham JTEL GmbH Valentin-Linhof-Str. 2 81829 München Deutschland E: info@jtel.de T: +49 (89) 4614950 – 00 F: +49 (89) 4614950 – 29 www.jtel.de