How to Leverage a Client’s KPIs to Select the Right CCaaS Provider

We at AVANT have been emphasizing the benefits of Contact Center as a Service, or CCaaS, for years. The elimination of pesky hardware and software maintenance contracts and end-of-life deadlines, as well as the ability to scale as agent headcount fluctuates, are strong indicators that CCaaS is a foolproof solution for your customer’s organization. CCaaS solutions often come with features like global reach, pre-built CRM (Customer Relationship Management) integrations, AI solutions, and a plethora of omni-channel capabilities.

Approaching CCaaS Conversations with Prospects

The list of features goes on. However, while these many benefits are important to a prospect, they alone will likely not convince customers to adopt a CCaaS platform. It takes a deeper level of inquiry to identify what metrics matter most to a contact center prospect, as well as how a modern contact center solution can positively impact those key metrics.

CCaaS + KPIs: What does it mean for Trusted Advisors?

There are countless CCaaS-related statistics that measure everything from customer satisfaction to digital adoption trends. While they may vary depending on source and time of publication, the central message remains the same: if a given brand doesn’t provide efficient self-service capabilities, digital support channels, or a means of arming agents with the right information at the right time to resolve issues on the first engagement, brand loyalty will suffer. Customers will move on. Agents will quit.

So, where do Key Performance Indicators, or KPIs, come in?

All of the above has a serious impact on an organization’s bottom line, and a new or updated CCaaS platform can be the solution that positively impacts KPIs, which tend to demonstrate where that bottom line is trending. Understanding the KPIs your prospect and their organization are focused on will help you as a Trusted Advisor better assess the challenges that need to be solved, thus allowing you to clearly explain why a prospect should take the time to examine our CCaaS vendors.

Though it may not be obvious at first, the connection between KPIs and a CCaaS provider is a strong one. As you dive deeper into contact center features, take some time to consider the positive impact each could potentially have on your customer’s business and their bottom line. Ask the who, what, when, where, and why questions to learn more about what goals they’re working towards. From there, you can leverage these answers to make a clear and strong connection to a CCaaS provider that can play a part in achieving those goals!

Interested in learning more about this connection and how it can help you grow your business and uncover greater CCaaS opportunities? Download our free e-book, The Connection Between CCaaS Solutions and Your Customer’s KPIs now to get started!