In a previous post, we looked at the many advantages to moving your customer service call centre into a cloud platform, which included the possibility of huge cost savings combined with higher customer satisfaction. Today, we want to look at the process of actually migrating your call centre into the cloud. In other words, we’ll look at what it takes to actually turn that money-saving vision into a reality.
The actual process will vary, of course, from one company to the next. Moreover, your specific steps will probably depend a bit on the size of your business, where your calls will be routed to in the future, and what Canadian data centre you’ll be working with for colocation.
However, the template below should apply very well for most situations. Moreover, it will help to dispel the widespread myth that moving your call centre into a cloud has to be expensive, time-consuming, or problematic. Few things could be further from the case. In fact, most businesses find that the transition is incredibly quick and smooth. The only real issue is figuring out why they didn’t make the switch sooner.
Steps Involved in Migrating to a Cloud-Based Call Centre
So, what does it actually take to move your customer service calls into the cloud? Here are the steps most businesses will follow:
1. Choose a data centre for colocation. This is an important piece of the puzzle, since the right environment for your cloud platform is essential. You want to work with a partner who can guarantee lots of uptime, maximum security, and “extras” like automatic file backup on a regular basis. Biased as we might be, we recommend you consider a Canadian data centre for the most reliable technicians in a stable, accessible environment.
2. Make a plan for your migration. In most cases, this doesn’t have to be complicated, just an outline of the actual system to be transferred, a date and time for the migration to be executed, and all the relevant details like telephone numbers or server addresses for customer records. Additionally, your plan might contain information on backups and contingencies, just in case systems are offline for a few minutes during the transition.
3. Train your staff for your new customer service platform. Typically, when businesses make the switch to cloud call centres, they upgrade their capabilities at the same time. That means your team might have access to information they didn’t have before, which could require a little bit of training. Or, you might decide this is a great time to overhaul your entire customer service experience to meet a higher standard of satisfaction. Either way, it’s a good idea to ensure that staff members are informed about the switch and ready to move forward.
4. Port your telephone numbers from one location to another. Moving your customer service contacts into the cloud doesn’t have to mean surrendering the telephone numbers you already have (and your customers already know). Most major telecommunications providers can actually port numbers to a new location within just a few minutes, but it’s a good idea to give them a healthy amount of lead time if it’s at all possible. That way, you can be sure things will work the way they’re supposed to.
5. Keep a close eye on your customer service performance. Once you’ve moved your call centre into the cloud and had your numbers ported, you are ready to begin with your virtual setup. All there is left to do at this point is keep an eye on your most important customer service metrics to ensure that your staff is handling the transition smoothly.
Don’t Let the Fear of Call Centre Migration Hold You Back
Some companies end up spending far, far more than they should – one quarter after another – because they are afraid to undergo the process of migrating their call centre into the cloud. While this is understandable for those who aren’t familiar with the technology, it’s also a case where a little bit of misinformation can hurt your bottom line in a big way. Don’t be afraid to make the switch, because the process itself is likely to be very simple and the benefits to your business could be tremendous.
Ready to take the first step? Start your search a data centre that provides colocation services by clicking here.