Formulating a lucrative call center strategy through blended solutions

The call center industry is booming and is driven by constant changes in consumer behavior, social media and technology. In today’s times, a loyal customer is synonymous with exceptional customer service and plays a significant role in driving business profits. Several types of researches have proven that customers prefer telephonic conversations to resolve their queries in comparison to chat or email conversations. Almost 60% of customers prefer changing their service provider if they encounter evasive customer support. This figure reflects the significance of establishing a well-equipped and efficient contact center that will assist in meeting customer expectations.

Irrespective of the industry, an inbound and outbound call center process is crucial for all types of businesses and will be used by them at some point in time. While an outbound call center process is critical for the sales team, an inbound contact center focuses on customer service primarily. However, businesses that incorporate a combination of both these facets gain a competitive advantage in the market. Which is why it is prudent to invest in blended call center solutions to supercharge your business’ contact center. Let’s take a closer look at how your business can benefit from combined contact center solutions:

• Simplifying the calling process: When you have separate software for inbound and outbound processes, you will always experience a disconnect within the call center. But running your business with blended call center solutions will help agents operate from a single dashboard which reflects all the necessary information. This will keep your outbound and inbound team unified and will also assist them in switching roles whenever required.
• Integrating tracking and reporting: Combined contact center solutions assist in seamless compilation and reporting. Generally, call center managers juggle between inbound and outbound programs to collate all the data and present their findings. However, the blended software automates this process and makes it easier for the management to assess the daily metrics, the KPI progression, and the overall call center performance.
• Automate call-routing to the right agents: Blended software makes way for automated customization. Call center managers can incentivize their team by gathering all the information from the software and routing automation protocols. For instance, you can automatically route unsolicited inbound calls to the best agents in your outbound team. You can assess and reward their actions based on a sale closure, the longest average talk-time, the number of calls attempted, etc.
• Lower the cost of software implementation: Implementing separate call center solutions for inbound and outbound processes may turn out to be a costly affair for your business. By using software that combines the features of both these processes not only will you simplify the task for the agents but will also save up on your capital costs.
• Minimize training time: Software training is synonymous with any new system implementation. While separate systems demand more training time for both, managers and agents, blended

contact center solutions cut down the training time to a great extent.

The main agenda of any call center set-up is to achieve maximum results with minimum input. Though the blended software is not an essential call center solution for every organization, it certainly has substantial merits that you cannot override.