The 2011 International Customer Management Institute (ICMI) report states that two-way or blended communication “between the customer and the call center can enable a positive influence on the customer experience and operational efficiencies.” A blended call center approach follows an “anytime, anywhere” mindset that makes it preeminent for organizations on the lookout to effectively captivate new customers and maintain the existing ones.
This article explains why you should invest in a blended call center and the advantages it offers to your consumers, agents, and company.
What exactly is a Blended Call Center?
A blended call center is one in which agents can make and receive calls depending on demand and strategy.
The Advantages of a Blended Call Center
A blended call center offers numerous advantages, some of which are stated below.
1. Resilience
What if agents were assigned to inbound or outbound calls based on their volume? That's precisely what a comprehensive cloud-based call center solution can achieve for call center managers. When incoming calls are low, inbound agents are immediately switched to outbound calling, and vice versa. Outbound campaigns can be suspended while inbound call volumes are high, allowing agents to focus on live inbound calls. Even better, the transitions are automated within the system, giving you a better view of the ebb and flow of calls as well as the performance of your agents.
2. Effectiveness
Agent and overall operational efficiency are surely given a lot of thought. Because of the flexibility mentioned above, as well as technologies like predictive dialing, efficiency improves in a blended call center setting. Increasing efficiency across the board by seamlessly switching between inbound and outbound calling, more effectively routing calls to qualified agents, integration with popular business systems, and even the possibility to incorporate workers who work remotely, among other critical features.
3. Productivity
Increased productivity is the outcome of all of those efficiency benefits. Automated call distribution, or tiers, is a good example. When an agent is unavailable, the call is automatically transferred to the next available agent. This reduces wait times while also increasing the number of calls handled by each person and client satisfaction.
Managers have access to much-needed insights via real-time data, charts, and analysis in genuinely blended call center environments, which can be analyzed to further drive productivity increases.

4. Customer Satisfaction
When it comes to improving customer experiences and happiness, blended call centers are a critical tool. ICMI has already discovered that two-way communication improves customer relationships dramatically. Customers can reach representatives more quickly, and call center employees can get the information they need faster thanks to custom scripting and manager-agent chat capabilities. Customer satisfaction should always rise as a result of increased communication behind the scenes, supported by cloud-based call center technology because customers receive the answers they need precisely when they need them.
5. Workplace Happiness
In a blended call center, customers aren't the only ones who benefit. Employees are as well. Agents have the opportunity to learn new abilities because the technology combines inbound and outbound calls. Advanced reporting can also assist managers to identify agents who may require additional training to improve their current skills, ensuring that employees feel supported and encouraged rather than frustrated and left behind if they are struggling to fulfill performance goals.
Blended settings also allow agents to see a diversity of calls throughout the day, which helps keep them interesting and involved in their work. Finally, cloud-based call center solutions provide comprehensive support for both inbound and outgoing conversations, allowing agents to spend less time searching for information and more time interacting with customers.
6. Increased Profits
It may come as a surprise, but the key to cross-selling and upselling is blended communication. Customers are more inclined to listen to and act on what your agents have to say if they feel heard. They become receptive to the concept of expanding service, purchasing a value-added service, or renewing a contract.
Final Thoughts
Investing in cloud-based call center technology that enables a truly blended call center is the first step toward reaching those outcomes.
Request a demo of Office24by7's award-winning blended call center solution today and reap the benefits of our product for your company.
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