Usage of Call Blending in Contact Centers [Expressed Interest]

Posted on May 9, 2012 by Greg Alcorn in 5/4/12, GCS Express, Newsletter

Synergy is a “so twenty years ago” term, but in some cases it is still the best description of a process. A great example of synergy in our business model is our call blending process. Call blending is when multiple client programs can be merged in multiple channels.

For example, we can have a large group of employees committed to an inbound office supply customer service program with an outbound lead generation program attached to it. So, when the inbound traffic slows down, the outbound program is activated. Productivity increases dramatically.

In the last couple of years, technology has improved to provide seamless call blending where it used to be more of a manual toggle approach. Now the “Noah principle” can apply. Two by two. Two programs can use two or more channels to achieve terrific, you guessed it, synergy.

We have a client who contacts customers to offer upgrades to their service. If they can’t reach the customer, they leave a message and ask the customer to contact the sales and service department. This client leaves millions of messages a year and the same pool of agents who make the outbound sales calls also handle the inbound request. The productivity, service levels and conversion rates are amazing.

This client was motivated to make a change because fewer customers were answering their phone and the cost per upgrade needed to be lower. Fortunately, they were able to create the synergy without the use of another product and channel.

We are highly motivated to provide call blending to all our clients. Single client programs rarely need the same hour/day/week/month coverage. Most programs have spikes, dips, stops and starts. By layering programs with employees capable of providing sales and/or service, inbound and/or outbound, we provide a synergy and ultimately a cost savings to our clients. Oh, and service levels (SLAs) are easily met.

Synergy is “so right now” at GCS. We’re layering two or more products in two or more channels and getting three or more benefits for our clients.