Improving Contact Center Agent Efficiency Using Cloud Based, Blended Call Flows


Sep 25, 2017

Businesses might be looking for a cloud based call center that enhances inbound calls to improve customer satisfaction and increase customer loyalty.

Then again, they might need a call center platform that helps agents adhere to current standards and regulations, particularly when making outbound calls to sell products or collect payments.

Maybe they need a solution that has the best of both worlds.

Enter blended call flows. This solution enables simultaneous inbound and outbound calling to maximize operational efficiency and increase right-party contacts without sacrificing regulatory compliance. Such a solution is possible with TCN’s cloud based call center platform.

Blended Contact Center Software and Efficiency
To understand how inbound, outbound, and blended contact center software impact individual and operational efficiency, it helps to think of traffic patterns. If your city were to rely solely on one-way streets, no one would get to their destinations easily or quickly. People would instead sit in traffic, perhaps yell at other drivers, or be required to take a circuitous route to reach the grocery story or gas station.

Face it; nobody would be happy. And no one is happy when your collections agency or customer service department rests wholly upon one type of calling mechanism. Callers are frustrated because they can’t accomplish what they desire to do—make a payment, speak with a knowledgeable agent, et cetera. The same goes for agents. They find their work stymied. Every time they manually switch from inbound to outbound calling efforts, they lose momentum, efficiency, and become increasingly irritated with their tools and potentially with customers.

Blended contact center software offers a different, and much improved, solution. It acts as a two-way street, minimizing traffic congestion, thwarting the telephone version of “road rage,” and enabling easy lane changes. To put the software in technology terms, blended call flows seamlessly transition agents between inbound and outbound efforts so that they stay focused, remain positive, and use their time and energy more efficiently and effectively.

Lastly, call flow blending is an excellent pathway to creating a consistent volume of calls throughout the day, allowing businesses to get the most from the time they are paying agents to be on the line. When inbound calls drop, outbound campaigns can fill the down-time—painlessly and seamlessly, using blended call flow technology.

Blended Contact Center Software and ROI
Blended contact center software matters for another reason: return on investment (ROI). The former is affected by the operational and individual efficiency described in the previous section. However, TCN’s cloud based call center can increase ROI through enhanced customer service, too.

To achieve the second aim, blended contact center software is required. Through it, agents become both more proactive and responsive. Two simple examples demonstrate the point. First, think of having agents who always call during a customer’s preferred window of time or are automatically steered away from numbers on the Do Not Call list. The safeguards may keep outbound calls compliant, but they affect the customer experience, too.

Second, think of agents who speak comfortably and knowledgeably with customers who call in. Such a dream can be reality; TCN’s easy-to-use dashboard proffers all sorts of data, including customers’ call, payment, or purchase histories. Agents can use that information to answer questions, solve problems, and offer value-add products and services.

Save Organizational Operations with Blended Contact Center Software
If you’re ready to improve operations and communications this year, don’t wait. Schedule a demo today to see how TCN’s cloud based call center will impact operational efficiency and customer service to increase ROI.


About the Author: Mckay Bird

Mckay Bird is the the Marketing Manager for TCN, a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies worldwide. Mckay oversees all marketing operations, campaigns and conferences including; content production, email marketing, and other inbound marketing activities.



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