Configuring a contact centre can be a difficult decision. Consider these benefits of a Blended Contact Centre environment.
Imagine this: you are a contact centre manager walking amongst your team, observing your meticulously structured office– you can hear the gentle hum of your outbound agents speaking on the phone. Not many emails have come through and web chat isn’t as busy as usual.
Looking up at the signs that separate the different contact centre departments- you recount them; “inbound, outbound, web chat and email”. Everything is right and in order.
All of a sudden, your inbound team receive a huge influx of calls and there are many customers waiting in queue. You need everyone in the contact centre to be ready to help.
This is where you would consider a blended contact centre.
A blended contact centre allows agents to make and receive calls dependant on the demand of the business. What this means is that you up-skill your employees to ensure that they can handle any interaction with a customer, whether they are on an outbound or inbound campaign.
Any organisation that has its employees manage customer queries through multiple channels of communication such as Voice, Email, Web Chat and SMS, is considered a blended contact centre. A blended contact centre isn’t right for every organisation, especially in industries where agents need to be specialised and require specific training.
However, here are the top 5 reasons you should consider having a blended contact centre:
1. Staff engagement
An employee that is instructed to focus on one task and one variety of task only- will become tired and drained. With a blended contact centre, agents are given a variety of tasks to break up the monotony. Managing a multitude of communication channels will additionally challenge the agent and allow them to develop their skillset.
In blended contact centres, agents can service customers across multiple channels such as Voice, Email, Web Chat and SMS simultaneously to ensure service levels are maintained. Therefore, if your inbound volumes suddenly increase, your multi-skilled agents are able to manage queries effectively. Similarly, if call volumes decrease, agents are able to service customer service emails or queries that have come through the ‘Contact Us’ form from the website. Organisations therefore need to look for a contact centre technology solution that offers multi-channel capabilities such ipSCAPE with sophisticated technology and rich features that support a blended environment.
Idle time of agents is a common problem in the contact centre space. An employee assigned to a single communication channel who has to wait for incoming communications could also be servicing queries through email, and increasing their productivity levels. ipSCAPE has many features to improve productivity such as a predictive dialler for outbound campaigns and timing capabilities which ensure service targets are being met.
To further improve productivity, ipSCAPE provide live and historic reporting on team or individual performance to identify and fix areas that need improvement.
4. Cost Savings
Multi-channel customer experience solutions tend to be more cost-effective than purchasing disparate solutions that supply a single channel. Having a unified solution that contains Voice, Email, Web Chat and SMS also has the added benefit of centralised reporting, enabling you to have greater control of your contact centre. Other considerations include, looking for a solution that requires little to no hardware or edge devices necessary. As well as license fees and set up costs, consider future costs of maintenance, upgrades and service.
5. Forecasting demands
In a blended environment, employees are multi-skilled resulting in a cost-effective set up where an employee can be rostered to manage multiple channels while also creating flexibility in your rostering. Having multi-skilled agents means each staff member is more flexible, making rostering easier as there are less variables to consider. To help with forecasting your rostering requirements, a business can also utilise a Workforce Management solution such as Agyle Time that allows businesses to forecast trends, schedule for employee rostering and ensure that businesses are equipped with the right figures to forecast accurately. ipSCAPE has integration points to Workforce Management (WFM) tools such as Agyletime to provide a complete technology solution for your contact centre. As a cloud solution, ipSCAPE is highly scalable to accommodate the changing needs of a business. For example, creating a new agent instance is easy and can be managed by the user through the workspace module, enabling rapid scalability to help with changing demands.
Using ipSCAPE as their contact centre solution, a leading wine distributor has their employees serve customers through Web Chat and Email across three of their brands. Their employees are able to respond to customer queries through Web Chat while also processing orders through forms on their website and respond to customer emails. This significantly increases their productivity and increases revenue as they are constantly processing customer orders, while also informing prospective customers on the best deals and promotions.
If you are considering a blended contact centre environment, the right technology must be implemented. For more information about ipSCAPE and how we can transform your contact centre, call 1300 477 227, contact email@example.com or start a conversation on Live Chat https://ipscape.com.au/.