In today’s hyper-competitive business landscape, consistently delivering exceptional customer experience (CX) isn’t just important — it’s essential. Consider these eye-opening statistics:
- 86% of customers say that they would consider switching companies after just one instance of bad customer service. (Source:Businesswire a Berkshire Hathaway Company)
- 56% of customers say they have stopped doing business with a company because of a poor customer service experience. (Source:Microsoft)
- 40% of customers who receive poor customer service say they actively try and prevent others from choosing the offending business. (Source:Dimensional Research)
The Growth of Contact Centers
To ensure they deliver a customer experience that is remembered for all the right reasons, a growing number of businesses — including startups and small firms — are utilizing contact centers. In theory, the goal is to ensure that customers get responsive, personalized pre and post-sales support. But in practice, the story is quite different.
Problems with On-Premise Contact Centers
On-premise contact centers (a.k.a. legacy contact centers) are creating rather than closing the gap between businesses and customers — and leading to churn and revenue loss. There are several reasons for this ongoing problem, including:
- On-premise contact centers are built on inflexible proprietary platforms, which makes them very costly and difficult to deploy.
- On-premise contact centers use customized hardware and software, which makes scaling virtually impossible. Changing the infrastructure to accommodate new staff or multiple locations can cost tens or hundreds of thousands of dollars, and take months or years to implement.
- Most on-premise contact centers use outdated technology, which diminishes security, performance, and reliability — especially during high volume/peak times.
Fortunately, there is a proven solution that enables businesses to reap the rewards of a contact center, instead of struggling with ongoing problems, obstacles, delays, and costs: switch to Carolina Digital Phone’s advanced, feature-rich, and future-proofed cloud-based contact center solution!
Key Benefits of Our Solution
Here are some of the key benefits and advantages of our cloud-based contact center solution:
Substantial Ongoing Cost Savings
Our solution offers cost-effective usage-based licensing, and all maintenance and support is included. For many businesses, this means a savings of 20-50% per year vs. an on-premise solution.
Flexible Scaling
Our solution seamlessly scales to accommodate new agents and locations, in order to support growth — not block it.
Automatic Updating
Our solution is constantly updated with the latest innovations, upgrades, and patches. Businesses are always on the leading edge vs. falling behind.
Faster Onboarding
Our solution lets supervisors and managers access shared resources, which makes new agent onboarding and training faster, easier, and more effective.
Performance Management
Our solution enables supervisors and managers to monitor analytics in real-time, in order to improve agent/team performance, as well as establish best practices and ensure compliance.
Boost Customer Satisfaction
Our US-based solution helps agents answer calls quickly and effectively, which means callers are impressed instead of frustrated.
Digital Backbone
Our solution provides the core digital backbone upon which our customers layer all of their Unified Calling (UC) services, tools, and features, including AI and chatbots.
Regarding customer service, having the right tools is essential to success. With the increasing demand for 24/7 availability and convenience, it’s becoming increasingly important for companies to provide their customers with a unified contact center solution that can offer fast and reliable service. Hosted cloud contact centers are quickly becoming the go-to choice for businesses looking to meet these demands.
Our cloud-based contact center solution lets you do more with less while keeping costs in check. With Carolina Digital Phone’s hosted solution, businesses can benefit from cutting-edge features and tools that enable them to provide exceptional customer service around the clock.
In light of the above benefits and advantages, it’s not surprising that the global cloud-based contact center market is expected to grow by 26% by 2027. (Source: Markets and Markets)
Conclusion
If you’re still using an on-premise contact center, or considering one, now is the time to switch to Carolina Digital Phone’s cloud-based solution and get all the benefits that come with it. Contact us today to learn more about how we can
To learn more about how easy and rewarding it is to switch to our advanced, feature-rich, and future-proofed cloud-based contact center solution, call the Carolina Digital Phone team today at (336) 544-4000. We can provide you with a live guided demo in-person at your location, or over the web.
