Which One Should You Pick? Cloud-Based Call Centers Vs. On-Premises Call Centers

Published on: 30 July 2018 Last Updated on: 11 September 2024

In today’s fast-paced world, businesses constantly seek ways to improve efficiency while reducing operational costs.

One of the most significant changes we’ve seen is the shift from traditional on-premises call centers to cloud-based solutions. This is no longer just a trend—it’s a strategic move towards higher profitability and smoother operations.

Cloud-based call centers have become an essential organizational plan for businesses that value high profitability and low operational costs.

More and more businesses are moving from on-premises call centers to cloud-based call centers. If you, too, are considering a change, know the reasons to confirm your decision.

Why Choose Cloud-Based Call Centers?

The following reasons show you the difference between cloud-based call centers and on-premises call centers:

1. Installation

The installation process in the on-premises call centers was time-consuming. You had to plan the hardware, get licensing, set it up, install software for the systems, and more.

Cloud-based call centers are easy to install. You don’t have to maintain hardware or ensure it operates efficiently. You don’t need to assemble different devices and start off with your process.

2. Operational Costs

The cost of managing an on-premises call center is huge. It takes a lot of money to set up and buy hardware such as computers, phones, headsets, and more.

You also need licensing and office space to accommodate all your employees. Due to improving technology and regular software upgrades, the costs of replacing an installation are also high.

Options like Cisco’s customer journey platform show how little investment can go a long way. These processes don’t cost much money but require a good internet connection.

Everything is saved on the cloud and billed on a usage basis. This is one way to decrease your operational costs.

3. Easy Management

The hardwired and software systems of the on-premises call center make the process tougher and strenuous. It requires more supervision and includes regular licensing, maintenance, upgrades, and more.

Cloud-based call centers need little management and eliminate the maintenance of hardware systems. The support comes from digital engagement, reducing on-premises IT charges and other complexities.

4. Flexibility

When you install the on-premises call center, it is tough to customize it according to the number of agents. The number fluctuates, and there is less flexibility in the workflow.

Maintaining hardware is tough, and you need to modulate the systems, headphones, and so on. In this traditional system, the customer agents don’t work remotely.

They are stuck at their desks all the time, receiving calls. This disrupts the company’s ability to deliver quality customer service around the clock.

Cloud-based call centers are responsive to the scalability according to the requirement.

Cloud systems are offered based on subscriptions, so adding and removing users is like blocking a subscription. The cloud-based system helps agents work from the comfort of their homes.

They just need a good internet connection. They offer 360-degree customer support irrespective of where they are.

5. Scalability

You will need more staff when you see an expanding business in your on-premises call center.

The scalability levels of the on-premises call center system are slow because you need to spend money on aspects ranging from architecture to hardware.

Cloud operations offer an efficient software system that depends on data servers. These are what mark their scalability, and there are no extra investments needed.

6. Reliability

The quality of phone calls on the on-premises system is great. However, it is usually broken through many systems and that affects the customer’s experience. Cloud operations depend on a strong network. You need great internet facilities to promote better customer service.

From the points above, we can assume that the future of cloud-based call centers is bright.

In every way, it is a better option compared to traditional call centers. Now you know all the reasons to shift to a cloud-based call center, choose the best organization for the services.

Which Office Should You Choose as an Employee: On-Premises vs. Cloud-Based?

On the other hand, if you’re trying to decide between a more traditional on-premises call center or a modern cloud-based one, it’s important to think about the pros and cons from an employee’s perspective.

Here are a few things to consider:

Flexibility and Work-Life Balance

One of the most attractive benefits of a cloud call center is its flexibility. You can work from home, your favorite coffee shop, or anywhere else with just a reliable internet connection.

It’s much easier to fit work around your life, which is incredibly useful. Whether you’ve got a busy lifestyle or just need to prefer a more fluid schedule where you’re not tied down to being in one location.

Career Growth Opportunities

Cloud-based call centers typically adopt new technology trends. This means you will get exposure to next-generation tools and digital platforms.

Your expertise in cloud technology could be in high demand since businesses are moving their solutions to the cloud.

On-site call centers tend to stick with outdated processes and technologies. Therefore, exposure to current industry trends may not always be possible.

Work Environment and Culture

The traditional office space has a lot going for it – team collaboration, immediate access to team leads, and a routine.

If you are someone who likes more of a hands-on approach with your coworkers, an office may be the choice for you.

A cloud-based work environment is heavily communication-based and autonomous. If you can self-motivate yourself to work on your own time, then a cloud-based workplace would be ideal.

Stability and Job Security

On-premises call centers feel more stable because they have fixed infrastructure in place. Not to mention the fact that they’re just offices you can go visit.

If your CRM goes down or there’s a power outage, somebody physically located near you can fix it.

However, while cloud-based solutions may require an internet connection to access, they certainly don’t shut down in bad weather (in fact, “the cloud” is often where they store information on such storms).

Hardware failures or physical office closures are unpredictable occurrences that you should be wary of.

Final Note

Cloud-based call centers are the way forward as more and more businesses embrace digital transformation.

They will increase in functions, quality, and applications. Are you a business owner or an employee still sitting on the fence?

Decide quickly which side of the divide you want to belong to because cloud technology is here to stay!

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Here’s How Staff Augmentation Can Accelerate Your Projects In 2024

Are you struggling to keep pace with the ever-evolving demands of your Agile projects? In today's fast-paced development environment, scaling your team efficiently is not just an option; it's a necessity. Therefore, you must use staff augmentation, a strategic solution that can rapidly accelerate your Agile project delivery. Discover how integrating skilled professionals into your team can bring unparalleled flexibility and expertise, significantly boosting your project's efficiency. We'll explore the tangible benefits, practical strategies, and insightful best practices to help you effectively scale your Agile team through staff augmentation. Get ready to transform the way you manage your projects and achieve remarkable results. Understanding Staff Augmentation: A Quick Primer Staff augmentation is a flexible strategy for outsourcing the right talent for the right job. This strategy is followed by big firms globally for managing augmented teams. Unlike conventional hiring, which often involves a lengthy recruitment process and long-term commitments, staff augmentation offers a nimble approach to scaling teams. This strategy is particularly beneficial for businesses needing specialized skills for short-term projects or to fill temporary skill gaps. Here’s a breakdown of how staff augmentation differs from traditional hiring: Time Efficiency: Staff augmentation services enable quick onboarding of skilled professionals, reducing the time-to-hire significantly compared to the traditional recruitment process. Cost-Effectiveness: It eliminates many overhead costs associated with full-time employees, such as benefits, office space, and long-term contracts. Flexibility and Scalability: Companies can scale their teams up or down based on project requirements without the long-term commitment of a full-time hire. Types Of Staff Augmentation There are three main types of staff augmentation, which are: Short-term: Typically used for specific projects with tight deadlines or to cover temporary absences. Long-term: Ideal for extended projects where ongoing support is required. Specialized: Focuses on providing experts in niche areas or new technologies that are not present in-house. Understanding these distinctions and the types of staff augmentation available helps businesses make informed decisions about how to effectively scale their teams and meet project demands. This approach is increasingly popular in Agile environments, where adaptability and speed are key. The Role Of Staff Augmentation In Agile Project Management Integrating augmented staff into Agile teams can significantly enhance project management efficiency. In Agile environments, where adaptability and rapid iteration are paramount, augmented staff provides the necessary skills and manpower to meet fluctuating project demands. Impact on Agile Processes and Workflows: Enhanced Skill Set: Augmented staff bring specialized skills that might be lacking in the current team, facilitating more diverse and innovative approaches to problem-solving. Increased Flexibility: They allow Agile teams to quickly adapt to changing project requirements, ensuring that deadlines are met without compromising on quality. Improved Productivity: With more hands on deck, teams can manage larger workloads more efficiently, accelerating project timelines. A practical example of successful integration can be seen in a tech startup that leveraged professional IT staff augmentation to speed up the development of a new software product. Facing a tight deadline, the startup augmented its existing team with skilled developers who specialized in the required technology stack. This integration allowed the team to maintain Agile methodologies, like daily stand-ups and sprint planning, while effectively managing the increased workload. As a result, the product was developed and launched within the desired timeframe, demonstrating the effectiveness of staff augmentation in Agile project management. The key to success in such integration lies in ensuring that the augmented staff are not only skilled but also align with the company's Agile culture and practices. This alignment ensures seamless collaboration and optimal results. Benefits Of Staff Augmentation For Agile Teams Staff augmentation offers a myriad of benefits to Agile teams, enabling them to tackle projects more effectively and efficiently. Here are some of the key advantages: 1. Access To Specialized Skills And Expertise Staff augmentation allows Agile teams to bring in professionals with specific skill sets that may be lacking internally. This is especially valuable for projects requiring niche expertise or for navigating emerging technologies. 2. Flexibility And Scalability Agile projects often fluctuate in scope and scale, necessitating a flexible workforce. Staff augmentation provides the ability to scale the team size up or down based on the current needs of the project, ensuring that resources are optimally utilized. 3. Cost-Effectiveness And Efficiency By augmenting staff, companies can avoid the long-term costs associated with permanent hires, such as benefits, training, and other overheads. This approach is also efficient in reducing recruitment time, enabling teams to focus more on project delivery rather than on lengthy hiring processes. 4. Enhanced Productivity With additional skilled resources, Agile teams can manage workloads more effectively, leading to increased productivity. This also allows for faster turnaround times on projects, as tasks can be distributed more evenly and handled more competently. 5. Focus On Core Business Augmentation frees up internal resources, allowing teams to focus on core business activities. This is particularly beneficial for smaller teams or startups, where internal resources are often stretched thin. Overcoming Common Challenges In Staff Augmentation While staff augmentation offers significant benefits to Agile teams, it also comes with its own set of challenges. Addressing these effectively is key to leveraging the full potential of this strategy. 1. Addressing Skill Gaps And Training Needs One of the primary challenges is ensuring that augmented staff possess the right skill sets and are up to date with the latest technologies. Regular training and professional development opportunities are essential to bridge any skill gaps. 2. Navigating Administrative And Legal Considerations Augmenting staff often involves dealing with contracts, legal compliance, and administrative tasks, especially when hiring internationally. It's important to have a clear understanding of these aspects or work with a partner who can manage them. 3. Ensuring Quality And Performance Maintaining the quality of work and ensuring the performance of augmented staff can be challenging. Setting up key performance indicators (KPIs), regular performance reviews, and continuous feedback mechanisms can help in monitoring and maintaining work standards. 4. Cultural And Communication Barriers Augmented teams might face challenges due to cultural differences and communication barriers, especially in a remote working environment. Encouraging open communication, cultural sensitivity training, and team-building activities can mitigate these issues. 5. Integration With Existing Teams Ensuring seamless integration of augmented staff with existing teams is critical. This requires clear communication of roles, responsibilities, and project goals, along with fostering a collaborative team culture. The Best Staff Augmentation Practices In 2024 If you want to make the most of staff augmentation for agile project management, here are some necessary practices that you must inculcate: 1. Maintaining Clear Communication If you wish to have a strong team that gets theory work done on time with zero errors, having clear and open communication channels is a necessity. Having proper communication between all the members of the team is necessary for development. This is because it facilitates everyone in the team to work together and solve any issues that may crop up. Moreover, open communication improves team bonding, which is crucial for all team members to understand their strengths and weaknesses. This helps the team leaders to make better decisions regarding the allocation of work according to everyone's strengths and expertise. Therefore, use team communication tools like Slack, Asana, Trello, Skype, and Microsoft Teams. 2. Clearly Define Job Roles To get the most out of staff augmentation, you must define everyone’s job roles. If all members of your team know what they must do - and what they shouldn’t do - to get the job done, it prevents chaos and conflicts between your team members. Moreover, having clear job roles will make everyone's daily tasks clear. In addition, having a job role comes with various expectations. Therefore, it will help team leaders better measure the performance and efficacy of team members. 3. Learn How To Use Project Management Tools If you want to lead a project from initiation to its completion, you and your staff must use the best project management tools in 2024. Project management tools provide better documentation and storage of all work done by your team. Moreover, this helps in staff augmentation since many outsourced employees might be from other countries. Therefore, giving them limited access to to your sheets will help you better track and manage their work. The best project management tools in 2024 are Trello, Jira, and Microsoft Office 365. 4. Encourage Documentation-Driven Development How do you know that an outsourced staff member has done their work? No word of mouth will be tolerated here. The only permissible proof is proper documentation of your work. Therefore, team leaders and managers should encourage a work culture where all staff members (especially augmented staff members) must have proper and updated documentation of their daily work. This will help you keep track of everyone’s work and help you asses future actions and strategies. Conclusion: Scale Your Agile Team with Staff Augmentation In conclusion, staff augmentation emerges as a powerful strategy for scaling Agile teams, addressing skill gaps, and enhancing project delivery efficiency. This approach provides a pragmatic solution to the dynamic challenges of modern project management, offering flexibility, specialized expertise, and cost-effectiveness. To recap the key benefits: Access to a global talent pool for specialized skills. Scalability to meet fluctuating project demands. Cost savings compared to traditional hiring. Increased productivity and efficiency. However, it's important to approach staff augmentation with a strategic mindset. Choosing the right partner, ensuring cultural and process alignment, and effectively managing augmented staff are crucial steps towards success. Additionally, overcoming challenges like administrative hurdles, quality assurance, and team integration is essential for a seamless experience. Moreover, following the best staff augmentation practices will help you manage and track everyone’s work. In addition, it also facilitates clearer communication with outsourced staff members as well. Read Also: Top Ways Contract Management Software Helps to Mitigate Contract Risk Why Should I Get Started With Event Management Software? Which Marketing Mix Element Deals Specifically With Retailing And Marketing Channel

The Craft Of Wine Bottle Design: All That You Need To Know

Wine bottle design might seem like a matter of style, but it carries centuries of tradition, craftsmanship, and practicality. Each curve, color, and detail has a reason for existing. A well-designed wine bottle doesn’t just contain the liquid - it tells a story about the wine’s origin, preservation, and the people who made it. Wine Bottle Design: Origins The wine bottle as we know it today evolved slowly. In ancient times, wine was stored in clay amphorae or animal skins, long before glass became a common material. Once glassblowing techniques improved in the 17th century, winemakers began to favor glass bottles for their ability to seal tightly and preserve flavor. As glass production spread across Europe, different wine regions started shaping their bottles in unique ways. What began as practical experimentation gradually became a reflection of regional identity and style. How Function Shapes Form? Wine bottle design is as much about utility as it is about appearance. Every component, from the slope of the shoulders to the depth of the punt, serves a specific function. The angle of the shoulders, for example, affects how sediment collects during aging. Bottle color shields the wine from damaging ultraviolet light, while the thickness of the glass determines how well it can handle temperature changes or internal pressure. Even the closure, whether cork, screw cap, or synthetic material, plays a role in how the wine matures and how easily it can be opened. Labels and Typography: The Visual Identity Labels are the face of a wine bottle. They carry essential information such as the grape variety, region, vintage, and alcohol content. But beyond legality, label design communicates personality and heritage. Some wineries prefer minimalist designs that highlight modernity, while others opt for detailed illustrations or traditional fonts that evoke history. A good label balances clarity with artistry—it informs while also intriguing. If you’ve ever browsed through wine bottles for sale, you’ve probably noticed how distinct each label feels. That individuality isn’t accidental—it’s a design choice meant to reflect the soul of the wine and its makers. Common Wine Bottle Shapes: Wine bottle shapes vary not just for aesthetics but for historical and practical reasons. Over time, winemakers discovered that the contour of a bottle could influence how sediment settled, how the wine aged, and even how consumers perceived its contents. Each region developed shapes suited to its climate, grape variety, and storage needs—creating visual diversity that now helps identify where a wine might come from at just a glance. 1. The Bordeaux Bottle: This design is known for its tall, straight sides and pronounced shoulders. Those high shoulders help trap sediment when pouring, making it a favorite for full-bodied reds like Cabernet Sauvignon and Merlot. 2. The Burgundy Bottle: With sloping shoulders and a wider base, the Burgundy bottle has a softer look that suits lighter wines such as Pinot Noir and Chardonnay. Its elegant curves mirror the smooth character of these varietals. 3. The Alsace Or Rhine Bottle: Tall and slim, this bottle is typically used for aromatic whites like Riesling. Its narrow shape makes it ideal for wines that don’t form sediment and are meant to be consumed young. 4. The Champagne Bottle: Thicker and heavier than most, Champagne bottles are designed to withstand the pressure of carbonation. The deep punt at the bottom adds strength and stability, ensuring safety during secondary fermentation. The Role Of Color In Bottle Design: Bottle color might appear to be a stylistic choice, but it serves a scientific purpose. Light can damage wine by triggering chemical reactions that alter taste and aroma. 1. Dark Glass Green and brown glass are most commonly used for red wines. These darker shades act as natural filters, protecting the contents from sunlight and preserving their integrity over time. 2. Clear Glass Transparent bottles are popular for rosé, white, or dessert wines. They allow consumers to appreciate the color and clarity of the liquid inside. However, winemakers using clear bottles must take extra precautions to store their wines away from direct light. The Mysterious Punt At The Bottom: The punt, the dimple at the bottom of most wine bottles, has sparked many theories. Historically, it made bottles more stable and easier to handle when glassblowing was done by hand. In sparkling wines, it reinforces the base to resist pressure. For still wines, the punt helps collect sediment and makes pouring smoother. Today, it also carries a sense of tradition, signaling craftsmanship and attention to detail even in modern production. Closures: Balancing Tradition And Innovation The closure is a small detail that has a surprisingly large impact on a wine’s character. It determines how much oxygen reaches the liquid over time, influencing flavor development and longevity. Traditional methods continue to coexist with modern alternatives, reflecting an industry that respects heritage while embracing progress. Whether sealed with natural cork or a sleek screw cap, the goal remains the same: to preserve the integrity and personality of the wine inside. 1. Natural Cork: For centuries, cork has been the standard closure in winemaking. Its flexibility and natural properties allow a controlled exchange of oxygen, which can enhance aging in certain wines. 2. Screw Caps And Synthetic Corks: Modern closures like screw caps or synthetic corks offer consistency and eliminate the risk of cork taint. While some purists still prefer natural cork for its romance and history, these alternatives have gained wide acceptance, especially for wines meant to be enjoyed young. Sustainability And Modern Design Trends: Environmental consciousness has begun to reshape wine bottle design. Glass, while elegant and protective, has a high carbon footprint due to its weight and energy-intensive production. 1. Lightweight Glass: To reduce environmental impact, many producers now use lightweight glass bottles. They retain the classic appearance but significantly lower transport emissions. 2. Alternative Materials: Innovations such as recycled glass, paper-based bottles, and refillable containers are gaining attention. Though unconventional, these options align with the growing emphasis on sustainability and eco-friendly practices in winemaking. The Relationship Between Design And Experience: The tactile and visual experience of holding a wine bottle sets the tone before the first sip. The bottle’s shape, weight, and texture influence how people perceive the wine’s quality and care. Even small details—like the smoothness of the glass, the resistance of the cork, or the way light reflects off the label—contribute to the ritual of opening and sharing wine. Good design enhances the emotional connection between people and the drink they’re about to enjoy. The Future Of Wine Bottle Design: The future promises a balance between innovation and tradition. Technology is introducing smart labels with QR codes for traceability and authenticity checks. At the same time, minimalist designs are becoming popular, focusing on purity and transparency rather than ornamentation. Yet, no matter how much the industry evolves, the essence of wine bottle design will remain the same: to protect, preserve, and represent what’s inside. A well-designed bottle stands as both a vessel and a storyteller, carrying the legacy of winemaking into every pour. And It’s A Wrap! Wine bottle design is where function meets art. It embodies centuries of craftsmanship, cultural identity, and scientific understanding. Each element, shape, color, closure, and label works in harmony to serve one purpose: to honor the wine and the people who create it. In appreciating the design of a wine bottle, we’re not just admiring glass and paper, we’re recognizing a history of thoughtful evolution that continues to blend beauty, practicality, and passion. Also read How to Choose the Right Wine. The Best Red Wine that Suits Your Taste.

How To Sell A Small Business Without A Broker

Once you’re ready to sell your small business, hiring a business broker tops your list. An article from this perfectly defines the role of business brokers that is to act as “intermediaries between buyers and sellers of a business”. They are the equivalent of real estate brokers or agents who sell properties on behalf of property owners. Business brokers manage everything necessary to sell your small business, from planning to marketing to closing the deal. Some even assist during the transition process. Considering such an enormous task, enlisting a broker may seem the easiest and most convenient thing to do. However, their service comes with an outrageous fee, usually around 10% commission from the sale. This is certainly a huge cut from your profits. If you want to retain the full profit from the sale, you can opt to sell your small business sans middlemen. This is an excellent choice especially if you have previous experience selling a business, you know of prospective buyers, or you’re not in a hurry to sell-off. However, when you decide to sell your business on your own, you have to be ready for a tedious legwork. So, how do you go about the sale? Know your reason for selling the small business According to a business broker, the first thing that a buyer would want to know is why a business is being sold. For a business to attract a potential buyer, you need to have a good reason. Some of the common reasons are retirement, sudden changes in personal circumstances, illness or death, boredom, partnership disputes, and burnout. Prospective buyers find these as ‘attractive’ reasons to buy a business. It may be harder to sell a business if you tell the buyer that you’re selling the business due to its sorry financial state, persistent losses, lack of manpower, and changing market conditions and trends. Make your business easily marketable by timing your sale properly. Show positive attributes to make it more marketable such as a strong customer base, increased profitability, consistent good financials, well-defined business processes, and a good contract. Plan your sale Prepare your business at least two years ahead of the sale, especially if you won’t enlist a broker. Have an ample amount of time to improve your client base, business structure, and financial records. This will help improve the value of your business and make it more attractive to buyers. This should also help ease the transition process. Get your business appraised Once you’re ready to sell, you need to decide on the worth of your business. It is best to work with a professional business appraiser to get a proper valuation. Often, business owners become illogical when it comes to evaluating their own business. Some price is too low in an attempt to make it more marketable but end up losing on potential profit. Others price it too high hence making it unattractive to potential buyers. A business appraiser will evaluate your business to determine its worth. He then prepares a detailed explanation to give credibility to the proposed price. Prepare all documents Give time in preparing the design or sales package for your business. This document represents your business in the best possible light to potential buyers. It should include financial, operational and marketing information. If you are not comfortable with your communication skills, you can enlist the help of professional business writers. Financial documents are an important part of the sale process. Gather your books of account, financial statements, and tax returns for the past four years. Review these documents with an accountant. In addition, develop a list of assets that are being sold along with the business. Include other necessary documents such as lease agreements, supplier contracts, and contact lists. Prepare an information packet or operating manual that provides an overview of your business processes. In addition, you want to add photographs of your business, testimonials, case studies, and customer profiles. Highlight accomplishments and milestones to make it more marketable and command better-asking price. Prepare your business on-site Alongside the documentary preparations, you should also make your business site presentable. Check your physical store, production site, warehouse, and other related locations. You might need to have some areas repainted or redeveloped. Check if equipment or machinery needs to be replaced or fixed before the sale. Investing in such developments can help improve the asking price. It might sound cliché but first impressions last. An unkempt and dilapidated business site might turn off a potential buyer. It pays to invest in your physical asset as soon as you decide to sell on your own. Look for a buyer to sell your small business Finding a buyer is difficult, but it becomes doubly challenging if you don’t have a business broker. Unless you have a ready buyer, it may take several months to years before you can find the right buyer. The advantage of hiring a business broker is that they have wide networks and established marketing methods. If you are working solo, you will need to compensate for these services. There are listing sites dedicated to businesses-on-sale. You only need to pay a one-time fee and your business becomes available to potential buyers. You can also tap your networks. Perhaps, a friend or an acquaintance (or someone they know) is planning to buy a business. You can check your local business clubs or chambers. Visit online forums and social networks. Don’t limit your advertising methods. Final Thoughts As you can see, if you sell your small business without a broker is possible. It can even be advantageous if you play an active role in the sales and negotiation process. Quite obviously, business owners are more passionate to sell their business to the right buyers. Of course, you just have to remain rational and avoid getting your emotions to affect your decisions. As a final caution, if you have no experience selling and buying a business, you should consider working with a business broker or someone who has experience in this field. Better yet, you can check with your local chamber of commerce for assistance and counseling. Read Also: How to Boost Traffic to your Small Business Cost Effective Custom Mobile Accessories Packaging for your Small Business How To Empower Your Small Business through Digital Marketing? 4 Simple And Cheap Methods To Attract More Customers For Your Small Business

Which One Should You Pick? Cloud-Based Call Centers Vs. On-Premises Call Centers