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Top 7 Benefits Offered by Blended Call Centers to Customers, Employees, Clients


Today, one of the most challenging tasks for the call center industry is to properly utilize the time of the agents and optimize their availability. Supervisors often repeatedly redistribute the resources between various departments and operations in order to balance the work according to the available workforce.

The repeated distribution of work results in wastage of precious time which negatively impacts the overall performance and productivity of a call-center. To meet the challenge, a new concept of blended call-center has emerged.

The agents of blended call-centers are trained to efficiently answer the incoming calls and to judiciously make the outgoing calls based on clients’ requirements. The blended call-centers bring the best of both outbound and inbound call centers for the agents, customers and client.

The International Customer Management Institute (ICMI) believes that blended communication between the call-center agents and the customers can improve the customers’ experience and can bring operational efficiency.

Nowadays, the consumers want to reach a business on the move, via any device and on any channel. In this scenario, the blended call-centers allow the businesses to effectively and efficiently keep the existing customers and to attract the new customers. There are multiple benefits of investing into the blended call-center agencies and this article enlists these benefits.

1. Flexible Operation

A software solution which has been designed for the blended call-centers enable the call-center managers to assign the agents to inbound/outbound calls based on the volume of inbound/outbound calls. The managers can shift the inbound call-center agents to make the outbound calls and vice versa.

It enables the call-center managers to properly utilize the time and resources. The blended software solutions can automate this transition and increase the visibility of call-center managers regarding the volume of both inbound and outbound calls.

2. Improved Efficiency of Call-Center Agents

The automated transition between the inbound and outbound calls certainly improves the efficiency of call-center agents. On the other hand, the latest blended call-center software solutions have predictive dialing which greatly improves the efficiency of call-center agents.

These software solutions can effectively route the calls to qualified agents and can integrate with the common business tools to maximize the efficiency of the call-center agents.

These solutions also enable the call-center managers to engage the agents who work remotely which increases the efficiency and overall performance of blended call-centers.

3. Increased Overall Productivity

An increase in efficiency definitely leads to an increase in productivity. For example, the built-in Automated Call Distribution (ACD) feature of any blended call-center solution can automatically redirect the call to the next agent when one agent is unavailable to receive a call. Therefore, every agent gets the opportunity to handle maximum number of calls and the overall productivity of a call-center agency increases.

This facility also decreases the waiting period for the callers and increases the customers’ satisfaction. On the other hand, the managers can make informed decisions using the real-time reports, charts and analyses. After evaluating these data the call-center managers can significantly improve the productivity.

4. Improved Customer Satisfaction

The blended performance of blended call-center agents can greatly improve customers’ satisfaction substantially. In blended call-centers, the agents transit between outbound and inbound calls.

It decreases the waiting time for the callers making it possible for them to quickly access the agents who can resolve their problems and answer their queries at the earliest.

The blended call-center solutions deliver the answers to the agents regarding the customers’ common questions through ‘Custom Scripting’ which increases quality of communication with the customers.

To answer the unique questions, the call-center agents can connect with managers or experts in real time. Such, behind-the-scene communication enables the agents to deliver the relevant answers to the customers’ queries without any delay and it also improves the customers’ satisfaction because customers get what they are looking for without any delay.

5. Improved Support and Sharpening of Skills

The blended call-centers also create a satisfactory work environment for the call-center agents where they can sharpen their skills.These call-center agents gather experience through both outbound and inbound calls. Hence, they receive ample opportunity to learn new skills or to strengthen their skills.

The agents of blended call-centers find more interest in their work having had the opportunity to handle a variety of calls.

On the other hand, the advance reporting analytics and call recordings let the managers identify the agents who need additional training and help them improve the skills of these agents. This type of assistance makes the agents feel supported and helps them grow.

The cloud-based technology also creates a supportive work environment for the call-center agents. The agents have more time to share the information with the customers instead of spending their precious time looking for the relevant data or information.

6. Increased ROI for Companies

It may seem surprising; however, the blended communication encourages the upselling and cross-selling of products or services. If the customers feel that they are properly heard, then they are more likely to listen to the suggestions of call-center agents and to act upon it.

Therefore, the well-prepared agents of the blended call-centers become more successful in convincing the customers into purchasing a value-added service, renewing a contract or increasing a service, because they know how to attend as well as how outreach the customers,efficiently.

7. Accurate Forecasting or Implementation of Strategies

The software solutions for blended call-centers enable the supervisors to analyze the current external/internal trends and to refine their operations according to the findings. With this assistance, the call-center managers can implement the correct strategies and forecast the correct demands.

They can even correctly strategize to increase or decrease the number of call-center agents depending upon the volume of calls with the blended call-center solutions.

Conclusion

These facts reveal how the blended call-center agencies can improve customers’ satisfaction which leads to enhanced and stronger reputation of a brand or a company. Such a contact center can perfectly balance the inbound and outbound services which decreases the waiting time for the customers and improves the efficiency of call-center agents and managers.

It is true that there are certain advantages of running a dedicated inbound/outbound call-centers. However, the blended call-centers combine the unique benefits of both resulting in satisfied customers, employees and clients.

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