• Andrew Pogson

The hidden cost of contact centres

Updated: Mar 31

It’s a very common cliché used across many work and life situations...


“You don’t know what you don’t know”.

A simple and effective statement that covers a vast range of personal and professional opportunities.


In this article, I’d like to apply it to the telco cost for Contact Centre Executives in running their centres, whether it be 10 or 10,000 seats. Usually procured through one of the major Telcos the delivery of a telephony system into a Contact Centre has been one dimensional. What’s the maximum volume of calls your centre makes/receives concurrently at any time of the year? Price set on max capacity to facilitate that volume and a cost per call/duration, with usually a promise of 99.5% uptime.




Contract signed and the Contact Centre costs locked in for that period with usually, a set-up fee, an annual cost for access to the network (at that requisite volume) and usage. Comes through on the monthly financials as a “cost to serve” and nothing more thought of it…. Until the network crashes (we’ve all been there) or the contract period is up for renewal.


You may have experience or indeed have in place robust penalty measures or compensation if the promised “uptime” isn’t met but what price have you really paid to your Customer base & Contact Centre operation?


Cloud software has been available for sometime now, however, the market has been slow to understand how easy & flexible it's able to be implemented with no impact on your centre other than bettering your redundancy and lowering your costs significantly. It's probably also due to, “you don’t know what you don’t know”.


Elastic Sip and Cloud-based software allows for the complete delivery of, “you only pay for what you use”. Gone are the days of trying to manage and pay for the software to handle your largest call volume period of the year, throughout the year. This is a significant advancement for those centres with high volume and unpredictable events that drive traffic into their Contact Centres. Having access to multiple networks allows for overflow and ultimately a flexible service that can adapt as quickly as the event/s that trigger volume throughout the year. In addition, instead of a single network promising an uptime, you have multiple networks delivering uptimes not seen in Contact Centres pre Cloud technology.


To find out how, by using Cloud Technology, you can increase your reliability of telco and at the same time significantly reduce that line item in your budget, “telco costs”, contact us at CloudWave today – it's simpler than you may have thought.


Cloudwave are Australia's best cloud contact centre service provider, offering a range of products and professional services to suit all sizes of business including Cloudwave Neon, Twilio Flex, and Amazon Connect. All of which are provided by our team of industry experts driven to provide your business with the right solution to drive internal efficiencies and an incredible customer experience.

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