Doing more with less
'Doing more with less’ during 2012 will literally mean ‘ringing the changes’ in many contact centres, as they discover the considerable benefits of blending. Blending is useful because contact centres are no longer dealing with one-way traffic on a single issue. Rostrvm’s research has shown that even in call centres that regard themselves as primarily inbound, 40% of all contacts are actually outbound - such as returning calls and following up enquiries. Every outbound campaign needs some method of accepting returned inbound calls.
As well as dealing with telephone calls the management of text-based contact – emails, SMS and social media - is a growing challenge.
Ken Reid of Rostrvm Solutions says, “Blending tasks in the contact centre ensures greater output is gained from the same number of staff. Many contact centres use blending successfully to improve productivity, lower queue times for customers and reduce the risk of abandoned calls. This is crucial as the challenges facing the call centre agent are getting more complex. Blending is not just about combining inbound and outbound telephone calls – it can also be used for combining calls with emails, web chat, facebook and Twitter for example.”
Contact us for more information on how to make blending work in your contact centre.