A blended call center is a combination of inbound and outbound call operations. This means that an agent answers customer concerns and at the same time offers products or services for sale. A blended call center is beneficial especially if you are operating a small business or a startup. It gives you the ability to increase the sales of your products or services and at the same time, maintain — or even enhance — your customer service.
In other words, a blended call center allows you to achieve two aims at once, thereby making the most out of each incoming and outgoing calls.
Average handle time in a blended call center
Average handle time is one of the key metrics that many call center operations use. This metric measures the time spent on each call or transaction — from beginning until the resolution of the problem.
In spite of being a primary metric to many, average handle time caused quite an argument. Many assert that reducing the average handle time increases the efficiency of their call center and the productivity of their agents. They also believe that if they can resolve customer concerns faster, fewer customers will be waiting in queue.
Others, however, think that significantly reducing average handle time would only lead to dissatisfied, overwhelmed, and confused callers. Why? Simply because agents have the tendency to rush customers off the phone or chat without actually thinking if they have resolved their callers’ concern or not. They seemed to miss the point of customer service — helping people settle their problems.
“How would blending inbound and outbound call operations affect the call time of my business?”
You may have asked that yourself when you are thinking of hiring a blended call center. According to the white paper that was published by the International Customer Management Institute (ICMI), blending has the tendency to increase average handle time.
That report may have caused you to think twice about hiring a blended call center. But you need to weigh things first — the pros and cons — before making your final decision.
The blended environment, according to the similar ICMI report, should be viewed based on its overall impact on the customer through an enhanced service and wiser use of resources. In fact, call centers that focus less on average handle time as a key operational metric are seeing success. And they are seeing an even faster success when they started to blend cross-selling and up-selling into their service activities.
Improving average handle time with blended call center
The enhancement of your business’ call time actually depends upon the call center or BPO company that you will hire. Improvement should start within: the agents, technology, and processes in a call center company.
Call center agents must undergo in a regular, proper, and comprehensive training and coaching. This will prepare them to handle issues in a timely and effective manner. Constant coaching also allows them to learn from experience and work for the enhancement of average handle time without compromising service and customer satisfaction. Call centers should also incorporate agent feedback along the process. That way, they will know whether a process or method works or not.
You must also know if the call center company has the right technologies for blending both inbound and outbound operations. For instance, the use of call routing must be practiced because it directs the call to the right representative. This practice minimizes transfers or hold times which usually consume a significant amount of time.
Not all ways to improve your business call time depends on the blended call center company that you’ll hire, though. As a business owner, you must remember that you also have your part.
A good example is building a comprehensive, clear, and unambiguous knowledge base or FAQs. It refines the self-service options of your callers. At the same time, it lessens their effort in reaching out to you.
Conclusion
Time is important for every business. But more than that, service and proper transaction should always be your priority in promoting customer satisfaction. With that in mind, always remember to choose the right call center company that would not only improve your business’ call time but also the overall experience of your customers with your company.
If you have any plans to hire a blended call center to increase the efficiency, productivity, and sales of your business, call us now!
