Top 15 Benefits of a Blended Call Center

One of the biggest challenges in administering a call center for customer service is determining how agents use their time. It is difficult to assign duties such that all aspects of the job are equally distributed.

For this reason, many companies opt to hire specialized centers to carry out outbound and inbound services separately.

While this may be an option for the larger companies, smaller enterprises cannot afford this luxury and thus have to figure out on how to strike the balance to maximize productivity.

A blended call center is the one which simultaneously performs inbound and outbound duties.

In other words, agents answer queries of people dialing in, as well as call up leads and pitch a sale or talk about new offers.

This requires significant care in allocation of resources, since there are factors like automation, data analysis, live reporting and remote support at play for both inbound and outbound features.

However, the gains are also significant, since a blended call center is far more compact, cost-effective, collaborative and promotes better rapport between the customers and companies.

There are call center software designed to cater to this sort of simultaneous support.

In this article, we will highlight the benefits of a blended call center and talk about on how it packs features in a cost-effective manner and drives up productivity while ensuring customers have a better connect with the company as well, leading to an overall better quality of providing call center solutions.

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