Coping with Fluctuating Demand

One in a series of "20 Reasons to Host Your Contact Centre in the Cloud".

With Christmas just around the corner I've been incredibly pro-active; buying presents and getting ready for the big event. This is not just true of customers in the lead up to Christmas, but it is also true of many retailers and organisations. They are preparing for the big push, the busy season, the seasonal festivities and the higher influx to their contact centres.

Christmas isn't the only peak season, each business has different busy periods and to cater for these busy periods many contact centres will plan around expected peak and capacity. The common problem many businesses face when they plan for peaks in their business is that they typically have to buy enough hardware to cater for this peak, even if this peak is only for a small amount of time of their operating hours. This represents a huge waste in capacity and cost.

For example, if you have a busy period in December where you bring on board another 100 agents, you will need to cater for another 100 agents. The extra desks, chairs, phones and hardware are only needed for a relatively short period of time.

This is a costly way of doing business, even if you turn off the extra hardware during the normal business load. You still have to manage and maintain this hardware and of course, you have to purchase it in the first place.

With cloud contact centres you no longer have to worry about the hardware side of your contact centre. With NewVoiceMedia's ContactWorld solution you can scale up and down when you need and you only pay for what you use. Our system requires nothing but a direct dial phone number and a web enabled browser. This means that your extra staff could also work from home, or some other remote site.

It's our reliable, secure and scalable cloud service which allows you to scale up and down when you need to. It's also incredibly quick and easy to do, meaning you can continue to offer outstanding service to your customers, even during your peak periods.

Imagine a world where you only have to pay for systems when you need them. Well, that world is Contact World from NewVoiceMedia.

Download: 20 Reasons to Host Your Contact Centre in the Cloud

Rob Lambert
Rob Lambert

Rob has been with NewVoiceMedia since March 2010 and works as our Test Manager within Development. His blog will feature software testing with various posts about the hosted telephony market and changes to our domain. Outside of work he loves nothing more than spending time with his wife and three children. He also helps run an online testing community and is the editor of "The Testing Planet".


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