Typically, a contact center can handle two types of calls – incoming and outgoing. It is worth emphasizing that these calls differ significantly in terms of both the purpose of communication and chinese overseas america phone number data the competencies that a consultant/telephone advisor should have.
Incoming calls
The incoming call, or the so-called inbound , is primarily focused on professional customer service and solving their current issues or problems. Consultants handling incoming calls should be characterized primarily by empathy and the ability to listen actively, as well as have considerable knowledge about the services and products offered by the company.
Outgoing calls
Outbound calls are calls made by consultants and salespeople to customers. The purpose of such a hotline is to conduct telemarketing activities, generate leads, as well as cross-selling and up-selling.
But what if the specifics of your business require efficient handling of both incoming and outgoing calls? The solution is so-called blending .
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Blending – what is it and how does it increase contact center efficiency?
Blending in a contact center is nothing more than the simultaneous execution of inbound and outbound calls , without the need to switch between inbound and outbound modes. Using such a system allows for more efficient call handling - consultants can simultaneously call customers and receive calls from an automatically created queue of waiting calls.
Also read: Technical support in your company – when to decide on a help desk?
Why is it worth using the services of a professional contact center?
Using the services of a professional contact center can bring many benefits to a company. Why is it worth choosing professional inbound and outbound call handling?
Professionalism and experience – contact center employees are highly trained in customer service, sales, and complaint management. This can translate into higher quality service, which is especially important in difficult customer interactions.
Saving time and resources – outsourcing customer service allows a company to focus on its core business activities while reducing the costs associated with hiring, training and retaining internal staff.
24/7 availability – professional contact centers offer support around the clock, which is important for companies that want to ensure constant availability for their customers.
