Efficiency Begins with a Blended Solution

In traditional inbound centers, agents spend most of the time handling customer service functions. Monitoring of handling time and wait time requires a constant scheduling balance to make sure customer service levels are met. That often means some agents are left idle or tasked to make outbound follow-up calls, which they often don’t do – or do well.

In traditional outbound centers, agents may be idle waiting for a new contact to come on line. The balance of leads available, contacts per hour and contact penetration drives agent utilization.

In a GCS Blended Call Center environment, agents are utilized more effectively by moving them between inbound and outbound work or between various campaigns.  Our Siemens Open Scape Campaign Director makes it easy to balance the agents with the workload. Inbound customers are handled quickly, minimizing wait times, and outbound calls are metered to keep agents engaged, while not losing any selling opportunities because no one is available. It even integrates the IVR for maximum efficiency. Constant monitoring and reporting allows us to fine tune your program throughout the day.

A blended environment lowers cost, increases customer satisfaction and maximizes agent utilization. Add the power of Skills Based Routing and watch your performance soar!

Call Blending Benefits by
  • Increasing Customer Satisfaction with less wait time.
  • Sells more products and services by turning up the outbound spigot during slower inbound times.
  • Higher productivity with Skills Based Routing by keeping the best available talent on the most immediate task.
  • Reduces cost and training time by using the same pool of agents for all your company programs.
  • Increases agent utilization saving dollars to each hour.
  • Lowers cost and handle time by integrating the IVR.
  • Allows flexibility in running multiple campaigns at the same time.
  • Protects against lost time by blending between different center locations.
  • Streamlines decision making with up to the minute reporting.