A blended call center has the capacity to manage both incoming and outgoing calls with the help of a single team of agents and a contact center software system. The traditional setup of having separate software solutions for inbound and outbound calls is eliminated with call blending.
Blended agents are equipped to handle multiple channels such as SMS, emails, social media, and other non-voice channels as well. The integration of an automated call distribution system and a predictive dialer in a hybrid call center ensures higher agent productivity and less idle time.
The advantages of using a blended call center include improved organizational effectiveness, better agent productivity, efficient handling of incoming and outgoing calls, and a reduction in the costs of running two separate call centers for inbound and outbound calls.
FAQs
What is a blended call center?
A blended call center is a set up where the same team of agents and a single contact center software system is used to handle both incoming and outgoing calls.
What are the benefits of using a blended call center?
The benefits of using a blended call center include improved organizational effectiveness, better agent productivity, efficient handling of incoming and outgoing calls, and a reduction in the costs of running two separate call centers for inbound and outbound calls.
What are the challenges of setting up a blended call center?
Setting up a blended call center may require investment in technology and talent to accommodate and manage various channels efficiently. Proper training and support must be provided to agents to ensure a smooth transition to a blended system.
Final Thoughts
Overall, a blended approach to handling inbound and outbound calls with the help of a contact center software system and a single team of agents is a practical and cost-effective solution for businesses. The adoption of such a system can lead to improved organizational efficiency, better agent productivity, and a seamless experience for customers.
