Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Article : Successful Outsource Telemarketing Using Call Blending

#contactcenterworld

One of the best tools an outsource telemarketing or contact center manager has is the blended seat. A blended seat is a call center workstation that allows the call center agent to handle inbound calls, outbound calls, email, chats and text messages. Most call center management pros are adept at carefully constructing a plan where different call center agents are "skilled" for different types of contacts and by using skills and skills-based routing, the call center agents are kept busy with the contact types that they are most skilled at; however they are also available to handle non-primary contact types as needed to achieve the service level and customer satisfaction goals within the call center.

As a Senior Operations Manager in a work-from-home outsource telemarketing call center, my team is 100% blended and they handle multiple types of contacts for their assigned clients on a daily basis.

Here are some best practices if you’re considering the implementation of a blended seat into your call center or with your outsource telemarketing partner.

....NOTE - content continues below this message


DON'T MISS THIS!

We invite you and your colleagues to join us LIVE as we take the highest rated industry conference to the next level! the 2022 World's Best! - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement GLOBAL Best Practices Conference!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW

Outsource Telemarketing Agent Utilization – What is Too Busy?

You want to keep your agents busy, but not so busy they are overwhelmed. You want to be able to handle the incoming calls and meet the outbound calling hours required so begin with some heavy planning and forecasting. For example, if you are off by more than 10% on your forecast for inbound calls (more actual calls vs forecasted calls), then assuming you prioritize answering inbound calls, you will fall short of the expected outbound contacts from your team. Accuracy of planning and forecasting is critical to ensuring you achieve the contact goals across the organization. Also, in my experience, the agents will get burned off if they are utilized more than 80% of their day. So, if they are not in "wrap" or "not ready" or "break" mode at least 20% of their day, you may find your team will burn out and quit.

Forecasting Inbound Call Volumes, Emails, Chats, Texts and Outbound Contacts

Forecasting for inbound call volumes, emails, chats, texts and outbound contacts can be a bit tedious. Good planning is worth the time. When you have a clear picture of how long the calls should be, call volume on the inbound side and how many hours you need on the outbound side of things, you can accurately forecast staffing needs. And don’t forget the new contact methods that your call center team is handling: emails, chats, text and even social media posting, and responses should be considered in the forecast and planned for. Plan on the right amount of agents to handle the calls from the inbound side as well handle the outbound calls/hours you need.

Systems and Technology Ensure Proper Contact Management

A good contact management technology solution includes these features:

- Number of callers in the inbound queue

- How many calls are currently holding

- How long the callers have been holding

- Number of agents on calls

- Number of agents available

- % Calls answered within Service Level

- % emails handled within Service Level

- % chat sessions handled within Service Level

By having a good omni-channel contact management system in place, it is easier to maximize your Return On Investment. The blended seat contact solutions agents are literally flowing from contact to contact based on the priorities set by management, without logging in and out of different systems. The front-line agents are always busy. For example, if there are no inbound calls, emails, chats, or texts, the agent will be served outbound calls. And then the agents are available at a moment’s notice to quickly capture those spikes in inbound, chat or email volume. Technology and properly configuring the technology to meet the priorities of your business will ensure your ability to make the most of your contact solutions call center, whether it is an outsource telemarketing vendor or an internal contact center.

An Experienced Eye is a Plus

Making sure you have trained agents on the phone and the right quantity can be a challenge. You have attendance issues to deal with as well as spikes in volume. Having agents trained and ready to take overflow to assist with spikes and a watchful eye looking for those spikes helps to build the right balance. On slower inbound volume days, you can pack those outbound hours in as long as you have the technology to blend those seats. It can be very challenging, but I love it! (Well… most of the time.)

#contactcenterworld


About Quality Contact Solutions:
Company LogoQuality Contact Solutions (QCS) is a 100% U.S.-based B2B and B2C telemarketing and call center solutions provider. QCS is PCI Level 1 certified, experienced in many different industry verticals, and has 15 different locations in the U.S.
Company RSS Feed   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Customer’s Expectations

Read today's tip or listen to it on podcast.

Published: Thursday, May 10, 2018

Printer Friendly Version Printer friendly version

2022 Buyers Guide Messaging Systems

 
1.) 
Amtelco

miSecureMessages
miSecureMessages is an encrypted messaging application designed as a pager replacement for healthcare organizations, call centers, and enterprise environments.

2.) 
eGain Corporation

Messaging Hub
eGain has rearchitected its platform to handle the messaging channels in a new way. eGain Customer Engagement Hub™, the platform that unifies knowledge, AI, analytics, and conversations to ensure that no channel is left in a silo, also powers the eGain Messaging Hub.

3.) 
Startel Corp.

Contact Center Software
Startel is a leading provider of unified communications, business process automation and performance management solutions for contact centers. Since its founding in 1980, Startel has established a loyal customer base from a variety of industries, including contact centers, education, healthcare, insurance and telephone answering service. Startel's solutions are designed to enhance the customer experience, improve employee productivity, reduce operating costs, and increase revenues.

4.) 
Synthetix

Chat
Chat, Synthetix’s multichannel live chat solution offers customer support in real-time, driving huge efficiencies.

When customers have complex queries that require human intervention, live chat proves far more efficient than traditional channels. Not only is it quicker and more convenient than waiting on hold to be dealt with, but with AI-powered features, it produces massive ROI.

With concurrent chat slots, a live key-press feed and AI-predictive suggestions that recommend articles in real-time, Synthetix Chat reduces average handling times by up to 50% compared to standard live chat.
 

About us - in 60 seconds!

Submit Event

Upcoming Events

17th Annual NEXT GENERATION BEST PRACTICES CX & CC Conference & Expo aimed at those who operate in North and South Americas, Europe, Middle East & Africa, Asia Pacific will help you with award-winning strategies and tactics from the best in the regio... Read More...
 2731 

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =