Technical and customer support is imperative for any business. The stats speak for themselves;
Eight out of 10 Americans believe that businesses are meeting or exceeding their customer service expectations. This is a substantial increase from 2014, where only 67 percent of Americans thought this was the case.
With so many companies excelling in this area, you don’t want to be left behind in the dust of your competitors.
This is why picking the right branch of call centre solution is so important. On the whole, if you’re operating a business that’s considered high risk (e.g., medical and financial), there’s a good chance you’ll opt for either an in-house or hybrid call centre software. Here’s why.
1. Greater Control Over the Confidentiality of Your Data
It stands to reason, high-security enterprises want to share their sensitive data with as few people as possible. The more people and third-party organisations with access to your confidential data, the higher the risk of a security breach. By opting for an in-house or hybrid call centre solution, you’re able to keep all your critical data in-house. This means you can be confident in the knowledge that no third-party has access to your information.
Consequently, the risk of your client’s data getting into the wrong hands is next to negligible — providing you’re taking the necessary care and attention to manage your own cybersecurity.
Tip: If having said that, you decide to outsource all your communications tasks, you’ll have to dedicate time and effort to regularly checking that the third-party follows all the necessary processes concerning the handling and storage of your confidential data.
2. You Have Physical Control Over Your Backup
Creating and storing physical backups of your customer’s data when you’re a high-security enterprise has to be handled with the utmost security. Again, it stands to reason that by hosting this data in-house, you have greater control over these backups.
3. You’re Not Reliant on the Internet
With an in-house comms solution, you don’t have to rely on an internet connection to access your data. As such, you’ll always be able to access both your customer and company info without relying on a robust internet connection. Needless to say, when you’re handling very sensitive information, this is of paramount importance.
4. Reduced IT Costs (If You Opt for a Hybrid Solution)
If you opt for a hybrid-style comms solution, you can embrace all the benefits of using your own hardware as well as all the flexibility that comes with access to a public cloud. Hybrid infrastructure boasts the best of both worlds, which is usually the most cost-effective solution for your business.
The Bottom Line
As you can see, there are a few reasons why high-security enterprises prefer to keep their call centre solutions in-house or use a hybrid-style solution.
If you’ve done other research on the subject and you think that the in-house model is too restrictive, then a hybrid solution might be the right choice for your business. You’ll have the option of keeping your most sensitive data in-house, access to a number of benefits and all the perks of a cloud-based system.