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Cloud services pave the way for call center growth

Stephanie Overby | July 4, 2013
One provider of contact center services in Latin America sees cloud computing as critical to competing with much larger competitors.

Most recently, KM2 set up shop in Honduras, where the company can provide English and Spanish contact center services and enjoys a workforce largely either in college or with bachelor's degrees.

"We offer a very competitive wage and nice work environment," says Valentine. "In the U.S., a call center job is a first job and, typically, a stepping stone. There's a tremendous amount of turnover." At KM2's Caribbean and Central American locations, turnover is 25 percent versus 100 percent stateside, Valentine says.

And the cloud enables KM2 to compete with larger competitors for business. Some Fortune 500 companies, like big banks or technology companies, are still naturally drawn to contact center providers with 30,000 employees. But others see KM2 as a viable alternative, particularly to those located offshore in the Philippines and India.

Valentine says their costs are now competitive and corporate leaders appreciate the ability to take a quicker plane ride to check on operations. "[The cloud] is a giant killer," says Valentine. "It used to be that only very large companies could afford the suite of products that a large client would need—100 percent call recording, screen capture, advanced IVR and CTI integration. Those were expensive tools with long-term commitments. With cloud solutions, a smaller company can compete with larger organizations."

Clients are "pretty accepting" of the cloud-based software, says Valentine. About half use it while the others require KM2 to operate on their own software. In those cases, KM2 is used as what is called a "champion challenger" for a client's internal contact centers.

In those cases, clients want outsourced call center providers to compete against their own agents and view the key performance indicators for external and internal groups on a single system.

Still, Valentine is sold on cloud-based systems for the future. "The advantages far outweigh the disadvantages," he says. "Instead of putting all of your time into the infrastructure, it changes you focus to the features and quality you're delivering to clients."

 

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