Infosearch provides both inbound call centre services and cloud call centre services for your business. Contact Infosearch to outsource your call centre services. It is important to understand some differences between traditional inbound call centres and cloud-based solutions, as each point mentioned above has its strengths and weaknesses. Here’s a comprehensive look at the pros and cons of both:

Traditional Inbound Call Centers

Pros:

  1. Established Infrastructure:

Conventional call centers often maintain clear, fixed structures and procedures as far as facilities are concerned. This can for instance, be correct hardware and precise criteria for the operations.

  1. Reliability:

There may be fewer internet connectivity problems because the systems that are on premises do not require connecting to outside internet services in order to work.

  1. Control and Security:

On-site systems mean more control over data security and compliance since all procedures are performed in-house. Something that can be very important for various kinds of businesses that, for some reason, have to meet very high requirements when it comes to the protection of the data provided.

  1. Customization:

A conventional system is often very flexible in terms of addressing general operational issues and might be modified with proper tools and existing software that would be suitable for the organization.

Cons:

  1. High Initial Costs:

The initial expense required to establish a conventional call centre can be quite high, like hardware, software and infrastructure expenses.

  1. Scalability Issues:

Both expanding and shrinking can be difficult, and expensive. capacity increase may also entail a large expenditure on either new equipment or physical capacity.

  1. Maintenance and Upgrades:

They must be constantly updated and repaired to maintain the system, thus resulting with further costs and system downtime.

  1. Limited Flexibility:

It is more difficult and much slower to have to accommodate to new technologies or changes needed in operation as compared to cloud solutions.

Cloud-Based Call Center Solutions

Pros:

  1. Scalability:

A variety of solutions related to cloud computing provide great opportunities in terms of scalability. It is very convenient to bring more agents on board for the call centre when there is a necessity, or to remove agents in case there is no need, additionally, it usually does not cost much.

  1. Cost-Effective:

In most cases, cloud solutions work on the basis of payments for the services, which minimizes the initial expenditure. Expenses are easier to control at the end of the month or year as compared to costs.

  1. Remote Access and Flexibility:

Flexibility is another feature that ensures that agents can work from any location they prefer, provided they have an internet connection, and this supports a remote or hybrid working environment.

  1. Automatic Updates and Maintenance:

Cloud providers manage system updates and maintenance and make sure that the user has advanced features and reliable security upgrades without exerting effort on his part.

  1. Integration and Innovation:

The flexibility is rather high because cloud solutions can be easily integrated with other cloud tools and services (for example, CRM systems), and they can actively involve the latest technologies and innovations.

Cons:

  1. Dependence on Internet Connectivity:

A cloud-based system is dependent on internet connectivity since most data is stored remotely. Sometimes the internet signal can be weak, which will compromise the performance and reliability of the system.

  1. Data Security Concerns:

Most cloud providers implement very strong layers of security, while using those of a third party for managing data can be a slight problem, especially for an organization that needs a very strong policy on data security and compliance.

  1. Ongoing Costs:

Cloud based services are usually paid by subscription, and therefore the total amount charged may be high in the long-run depending on the contracted terms and circumstances. As the company scales up, the extra capacity or features often come at an extra fee.

  1. Potential for Vendor Lock-In:

It is a complicated and tiring process to switch to a new provider, and if the solution you are implementing is very integrated into your business, then you find yourself locked into the provider.

  1. Performance Variability:

The service delivery may also differ depending on the cloud provider and the quality of the internet connection being used, resulting in volatility in the service delivered.

Summary

Inbound call centers are stable, controllable, and reliable, but they have fixed cost models with issues of scalability. On the other hand, cloud-based solutions offer flexibility, scalability, and this is cheap, but they rely on an internet connection and can be an issue with security. Choosing between the two depends on your organization’s priorities and available budgets, among others.

Infosearch offers both inbound and cloud call centre services for global businesses with 24×7 support. Contact Infosearch to outsource your call centre services.

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