Archive for April, 2018

How to get promoted to call center supervisor

Posted on: April 26th, 2018 by dorarapcsak No Comments

Working as a call center agent is probably not on the top of employees’ dream job lists. But despite stereotypes, call center agent jobs can be excellent stepping stones to higher positions. For instance, with hard work, you can get promoted to call center supervisor, call center manager, or even head of customer service.

So, you decided to work your way up in the call center industry. It has already been some time since you nailed that agent interview and entered the fast-paced world of call centers. Since you joined the industry, your skillset has definitely expanded: you’ve acquired knowledge and deep understanding of the business. 

You’re clearly a valuable asset to the company, and you feel you’re ready to take your skills to the next level. The good news is your chances are excellent: according to a research conducted by the Call Center School, over 80% of call center supervisors were moved into their positions from call center agent jobs. In other words, 8 out of 10 supervisors were once agents. Not bad, right?

But are you aware of the skills a call center supervisor needs to master in order to get that desired promotion? Here’s some advice on how to get promoted to call center supervisor!


Master the ins and outs of your call center agent job

First, let us be clear: call center supervisors have a whole bunch of responsibilities. They supervise and coordinate call center agents and liaise with the management. They also handle escalation calls, customer complaints, and agent requests on a daily basis. So, in short, call center supervisors deal with a lot.

Knowing the ins and outs of your current position is the first and inevitable step towards your promotion. Are you confident in handling all kinds of customer calls? If not, read our blog post on how to handle incoming calls in a professional way.

Do you have a deep understanding of the technical background and metrics? Call center supervisors need to see the whole picture, so if your answer is no, you still have some way to go. Here you can find some pro tips on how to measure call center efficiency.

The biggest challenge for agents working in the call center environment is to stand out from the crowd. Working in a large team of agents clearly makes it difficult to get noticed, but it’s definitely not impossible. It’s all about how you approach work: you just have to be a little bit better than the other agents.


Hit your KPIs

Simply put, working in the call center is about hitting targets. Hitting your KPIs is one of your main responsibilities, and something that will surely help you stand out. In a busy call center, you have to be a high-achiever by constantly proving that you can outperform your peers.

Among the several call center KPIs, these are the ones that will help you keep track of your performance: service level, average handle time, first call resolution, average after call work time, and customer satisfaction.

For instance, if you have the lowest average handle time with the highest first call resolution, naturally, the management will want to know how you did it.

So, in short, always keep track of your performance metrics! Hitting your KPIs is probably your best chance to get noticed by the people on top.


Go the extra mile – and get that promotion!

Mastering your call center agent job is a great start, but unfortunately it won’t make you a supervisor. Bear in mind that a call center supervisor coordinates a team of up to 100 call center agents, so you’ll need strong leadership and people management skills.

But how you can develop these skills as a call center agent? If you want that promotion, you’ll have to go the extra mile. For instance, participating in voluntary mentorship programs will allow you to get familiar with people management skills.

We’re living in the age of lifelong learning, so consider enrolling in a specialized course to pick up some leadership skills. There are tons of opportunities out there, from customer service schools to online courses. Check the possibilities, and find the right solution for you. For example, Udemy is a great online learning platform where you can find numerous online courses in leadership and people management.

If you master your current position and successfully demonstrate your leadership skills as well, it is more than likely that the people on top will start considering you for that supervisor job.


Have your colleagues’ respect

A number of studies show that being well-liked by your co-workers will actually increase your chances of getting promoted. So, it’s time to ask yourself: do your co-workers like you?

Call center supervisors are usually promoted from their call center agent jobs. This means that after getting promoted, you may be coordinating employees who were once your peers. Of course, it’s easier to coordinate people who like you, isn’t it?

So, if you want to get promoted, it’s also important to build a good relationship not only with your management, but also with your colleagues. Start socializing and get to know as many of your co-workers as you can.

Providing help for your colleagues will surely make you valuable to your team, and you will also win your co-workers’ respect. Plus, the management will sooner or later notice your extra efforts, and you can make them aware of your hard work. With some luck, even your peers will support your promotion!


So, good luck with getting promoted! A promotion won’t just fall into your lap, but if you go the extra mile, your efforts will pay off! Remember, master your agent job, develop leadership skills, and cultivate the relationship with your co-workers. This will surely get you on the right path.


How to calculate your cost and revenue optimization point

Posted on: April 25th, 2018 by dorarapcsak No Comments

How can a predictive dialer really help you with cost and revenue optimization? See for yourself and estimate your own cost and revenue optimization plan with our calculator!

Knowing what your options are when you make a business decision which affects your call center is important. But knowing what the actual results of choosing one of those options could be is even more important. Follows are some actual benefits of one business tool that can potentially transform the way you do business.


When time is money, don’t waste yours!

As we mentioned in a previous blog post, a reliable dialer is to an outbound call center what an engine is to a car. But Talk Time – that’s the fuel driving it forward. Put simply, if your agents spend more time talking with customers, they will generate more revenue (click here to find out how you can maximize your Talk Time by using call blending). Of course, there are other factors, such as communication skills, Quality Management, and well-prepared scripts, that can help drive you forward. But if your agents are spending less time talking and more time being idle, they won’t meet their goals and will only start generating costs. The ultimate task for every business owner and manager is to find the golden mean – that happy medium that produces the desired balance between costs and profits. And this is where you need to start to think about cost and revenue optimization.


What happens when your contact center wastes precious time?

Running an outgoing contact center is costly. Expenses include the purchase of equipment and services, telephony services, maintenance and other operational costs. And naturally, the employees and agents handling calls are also part of these costs.  But at the same time, they are also responsible for generating the revenue needed to cover the above-mentioned expenses. Here are some simple calculations to illustrate what this means in in terms of numbers.

For example, an agent’s cost per month is 1300 euros for an 8-hour work day, which means that the agent’s cost per hour is 7,74 euros. If this agent uses a manual dialer and has an average Talk Time per hour of 15 minutes, this means a 0,52 euro cost per minute spent on the phone. How many deals does this agent have to close in order to cover these costs and bring revenue?

But, what if the same agent has an average of 40 minutes Talk Time per hour at the same 7,74 euro cost per hour? Their cost per minute spent on the phone will drop down to 0,19 euros per hour! And since they are speaking more than twice as much, chances are they will also sign approximately twice as many deals. This means that with a smaller team of agents who spend more time speaking, you can achieve the same results at a significantly smaller cost. But what about revenue?


When talking is money, do it more!

Increased Talk Time per hour can also have a positive effect on the revenue your call center generates. If speaking twice as much decreases costs, it can surely increase revenue as well!

For example, let’s take the agent from our previous case. For every hour of work, which includes 15 minutes of active speaking, the agent generates 10 euros of revenue per hour. Now imagine this agent speaks double the time and sells double the deals. This will in theory bring in double the revenue.

In this example, the agent generates 10 euros worth of Revenue per hour by spending 15 minutes of Talk time per hour. Increase the Talk Time to 40 minutes, and this results in a revenue of around 26,67 euros (more or less) per hour being generated.

Speaking of revenue, with our calculator you can also find out how much you can increase your margin with increased Talk Time. Using the above example, an agent’s cost per month is 1300 euros, and with an average Talk Time per hour of 15 minutes, they generate 10 euros of revenue per hour for your business. This means that your margin per agent is 380 euros. That’s not bad, but let’s see what happens if you increase the average Talk Time per hour to 40 minutes. Your margin increases from 380 euros to 3186 euros. Yes, that’s a 738% growth for your company!

Now, multiply these by the number of agents in your team, and it becomes clear: the longer your agents speak, the more revenue you will get! But how much exactly? Calculate it below!


Do the maths!

This is probably not the first time you read an article about the many theoretical benefits of a particular tool or service. But most of the time it is probably also not clear how the tool can actually in practice help you. Your business is not a theory. It’s real and it needs more than an “Imagine if…” kind of article. This is why we would like to show you how a predictive dialer can actually help your cost and revenue optimization plan, in practice as well as in theory.

For this purpose, we have created three calculators that allow you to estimate your cost and revenue optimization needs. Want to know how much you can save on costs and still achieve the same results? Or how to increase your revenue and margin without having to increase your team or costs? Just fill in the required fields and see for yourself! Calculate your current expenses and profits, and discover the best results for your business.


Business is all about making the right decisions, and this needs careful planning. Nobody knows your business better than you do. Instead of simply reading about how a predictive dialer can influence your organization, calculate your own estimations today and work out what your business needs to achieve perfect cost and revenue optimization.

The do’s and don’ts of debt collection with SMS

Posted on: April 24th, 2018 by dorarapcsak No Comments

Text messages are convenient – they allow us to communicate without taking too much of our time, share urgent information if we cannot reach someone over the phone, and remind people of upcoming events or arrangements. Three utilisations which are very common to anyone working in the debt collection business.

Debt collection is a field of work that often requires handling uncomfortable conversations and situations with customers regarding overdue payments. On the one hand, agents need to remain firm and remind customers of their commitments and payment schedules. On the other hand, there needs to be an understanding of the customers’ situation, and consideration of the fact that there is a thin border between reminding a customer of their outstanding payments and harassment.

We read many articles regarding the wrong use of SMS when reminding debt owners of their overdue payments and the negative impact this has on debt collectors’ business. As we already mentioned in a previous blog post, there is one thing debt collectors always agree on: they receive more promises than actual payments. But handled correctly, SMS messages still have many positive aspects that add value and benefits to debt collection processes.


The do’s

Reaching customers often fails for different reasons: they ignore calls from a number they recognise, they are in a situation when they cannot speak freely, or they are simply being approached at the wrong time. For agents working in debt collection these reasons all translate into one uncomfortable consequence: the extra workload needed to try and reach these customers at a later occasion. If only there were a way to effectively communicate all required information to customers, reminding them of their payments… But there is: SMS!

Studies and experiments have shown that SMS is an efficient communication tool. According to Forbes magazine, SMS messages reach 95% of service users with phones, a hugely impressive percentage. As such, instant messages can help ensure a level of continuous profit for debt collecting companies. It shortens debt collection time, and helps secure a continuous flow of debt repayment by allowing agents to contact a comparatively large number of customers over a short period of time. Email is still an important communication channel, as we already discussed it in a previous blog post. Still, instant messages are cost-effective and are more reliable than emails, as people usually pay them more attention. Furthermore, they provide a perfect solution to easily handle some of the following situations:

Scheduled reminders: many customers have a payment schedule with fixed dates for payments. An automated SMS reminder is the perfect tool to send customers a friendly reminder of their approaching payment dates.

Providing options: SMS messages can also contain options such as payment options, a phone number to request a postponement, a link to make an immediate online payment, or a callback request.

Sure connection: SMS messages can be automated and sent only if an agent is not able to reach a customer by phone. This means that the reminder will certainly reach the customer, either by a call or in a message.

In any case, SMS messages are an effective way of reinforcing information delivered to customers during a phone conversation, or instead of a phone conversation. They also help make it possible to contact customers who ignore phone calls or do not take notice of phone calls from service providers.


The dont’s

As convenient and efficient as instant messages are, however, they hold many traps and can cause debt collection companies many a headache, even bringing legal problems and law suits if not handled correctly. There are ever more articles appearing regarding debt collection which has gone wrong, with debt owners filing complaints about harassment, and it is easy to cross the line and send a friendly reminder too much, especially for companies operating internationally. But if a few simple issues are taken into consideration, and checked and planned carefully when implementing and using an SMS feature in your debt collection processes, you will definitely enjoy the above-mentioned benefits of SMS debt collection, and spare yourself the headaches (and negative PR) so many debt collecting companies are worried about:

Know what to share – in many countries, debt collection companies are not allowed to share the overdue amount needed to be paid in messages. Before sending your customers information you believe to be useful, make sure you are really allowed to share it in an SMS message.

Know when to stop – in many countries, there is a limit to the number of times you are allowed to contact a customer with a payment reminder. Whether it be eight times per week or ten times per month, make sure you know how many times you are allowed to contact a customer, and plan your communication and reminder accordingly.

Know how to communicate – a friendly tone of voice with customers is preferable in such circumstances, but that is not the only key to appropriate communication. Do not forget that giving your customers misleading information or threatening them can not only achieve the opposite effect, but is also punishable by law.


Yes, SMS reminders can sometimes have a dark side to them, and can be perceived as a negative way of handling communication with customers. But this doesn’t necessarily mean that they should be avoided or ignored. Many enterprises and companies dealing with debt collection have already proven that, handled correctly, SMS is an effective channel which makes their businesses lucrative. By obeying three little rules and three little considerations, you can experience one big benefit in debt collection – an increased number of payments from debt owners.

Let’s have a chat! Boosting your sales by using webchat

Posted on: April 19th, 2018 by dorarapcsak No Comments

Think of the last time you were in a store trying to choose between two products. Both of them look great, the prices for both are very good value for money, and both of them are exactly what you’re looking for….so, how do you make a decision?

Well, more than likely you would probably look around for the first sales assistant you can find, to give you more information about the products and professional advice on helping you make the right choice. 

Now imagine doing the same thing online, perhaps comparing two products in a webshop. The pictures of both look great, you go through the lengthy descriptions and summaries, visit a few forums, and end up reading contradictory reviews that get you confused or annoyed. How great it would be to get some of that professional in-store advice, you think… And that’s where live chat comes in – providing the personal touch of real-store selling in the world of online purchases.


Let’s have a chat!

Over the years many companies have implemented different chat solutions to help customers find the information they need. Some have used automated messages and chatbots, others have preferred the benefits of using real agents to help those with many questions (check out how we implemented our chat solution!). But, having now experimented for a number of years with the concept of webchat, businesses have discovered the answer to the question of whether live chat can help boost sales – and the answer is YES.

There can be no doubt that many people make decisions on the spur of the moment, and as a result, one can say in general that the less time people spend thinking about purchasing a service or product, the more inclined they are to buy it. If consumers are given more time to think about what they are buying, they often either lose interest or talk themselves out of it.  

Let's have a chat! - boosting your sales with webchat (1)We already talked about some pro customer service tips in a previous blog post. Now, you can add Live chat to your list. Live chat is not only the perfect tool to help customers make the right choice and also ensure they get to the basket checkout. It also adds a personal touch to an otherwise impersonal online shopping experience, showing customers that you are there for them even in the comfort of their own homes. And let’s not forget to mention the opportunity live chat offers for upselling your products and services. So, isn’t it about time to have a chat about chat?


“Hello. How can webchat help me boost my sales?”

Chat is a very useful tool, giving you several opportunities to boost your sales. Here are some examples:

Chat is convenient: let’s face it, nothing beats the comfort of doing your shopping from home. Chat gives people the convenience of buying what they need – from grocery shopping to new clothes and electronics – from the comfort of their own couch. Adding a webchat function to your webpage will allow your customers not only to do their shopping conveniently, but also add that personal touch equivalent to asking for help or advice from a shop assistant, making your services all they will ever need.

Fact: chat is cheap! When providing phone support one operator can handle only one phone call with one customer at a time. Chat, however, allows operators to process several, usually around 3, chats at the same time, making it much more cost-efficient – which is especially important in the case of international sales where a phone call between two countries can be quite expensive.

Chat is immediate: in today’s world, people are constantly online, always available, and wanting to receive information immediately. Phone calls might still be the fastest way to exchange information, but let’s not forget that many people do not want to discuss things in front of others around them. This is where chat can help keep things discreet but efficient.

Chat helps you sell more: according to a Forrester research[1] survey, 44% of people shopping online said that one of the best features a website can offer during the sales process is a live person answering questions. Apart from people liking webchat support, there is also another positive side to webchat which helps to boost sales: upselling. Have your webchat function staffed by a team of professional sales people, and you will be sure your customers will end up buying more than they had planned.

Chat is personal: showing your customers they matter is what business is all about. By making sure you have a real person ready to answer any questions they have, you can show your customers that you care about them and their needs. A personal touch will always win over the cold and inpersonal self-service option.


“But what do I need to make it work?”

Without wanting to make webchat integration sound too easy, let’s mention a few things you need to take into consideration before putting together your own webchat service. Chat is a great tool to boost your business, but it’s not an activity to set up and forget. As with any other solution it requires careful thought and planning. Here are a few things to consider:

Open hours: providing the convenience of shopping from home also means that people will most probably not be visiting your website between only 9.00 and 17.00, especially if you are operating internationally. If you do not want to provide 24/7 support, then make sure you know when your website is most visited. As for the times when you do not have operators to support live queries, do not leave a ’Currently unavailable’ sign, but rather choose an option in which customers can still submit their questions for operators get back to them later (but don’t forget to mention this to your customers!).

Right time: don’t forget that this use of webchat is similar to the help sales assistants would provide in a physical shop. You do not want to scare your customers off by jumping at them the moment they enter. Allow your web visitors a couple of minutes to look around your webpage before any chat window pops up.

Sales people: with reference to the previous point, make sure the operators supporting your chat service have experience in sales, especially if you are planning to leverage any upsell activities. It’s not enough to simply put anyone there to answer questions, you need someone who can actually sell.

Cross platform: at the end of every good support interaction, customers normally like to thank operators for their help. Your operators can use this to motivate customers to write reviews and share their positive opinions on your services on social media sites.

Follow up: implementing a service and just leaving it be is not a good idea in the long run, so be ready to analyse incoming information and results. Follow-up on how your chat service is going and make decisions based on the results you get: if the interest in your chat service is too great you might need a few more agents, if it’s not you may need to change something in your processes. In any case, make sure you analyse your data and learn from it.


Chat is a tool companies have been experimenting with for a long time, and the results are already clear to see. Chat can not only help you communicate more effectively with your customers, gaining their trust and loyalty, it can also help you to achieve and exceed your sales goals. Successful business means showing your customers you care – and what  better way to do this than telling them you care in person.


[1] Forrester – “Making Proactive Chat Work”, June 4, 2010



The final countdown to GDPR: here’s a checklist for call centers

Posted on: April 16th, 2018 by dorarapcsak 4 Comments

Everyone is talking about GDPR, the EU’s General Data Protection Regulation that comes into effect on 25th May this year. The new legislation will bring major changes to the business world, and call centers, which usually deal with a huge volume of data, are certainly no exception.

GDPR aims to strengthen data protection across the EU, while giving people more control over how organizations can use their personal data. It will also introduce heavy penalties for organizations that fail to comply with the new legislation. For more information, read our previous blog post on GDPR.

As the final countdown has already begun, the issue is more relevant and urgent than ever. Check out our GDPR checklist, and make sure your call center is playing by the rules.

Read our practical GDPR GUIDE and make sure your contact center is compliant! 

1. Raise awareness of data protection in your organization

First things first: GDPR applies to everyone in your organization, so it’s best that everyone in your organization is made fully aware of the importance of the new legislation. Make sure to appoint a team to monitor and audit the process of GDPR implementation. This team should thoroughly review how your customer data is collected, stored and processed.

You may also need to appoint a Data Protection Officer to oversee the process. Amongst other things, the Data Protection Officer should be responsible for training and advising your employees on how to be ready for GDPR.

2. Understand the data you collect

GDPR determines how organizations must handle the personal data they collect and store. Bearing this in mind, the first step you should take is to try and understand what data you collect and why you’re collecting it.

For call centers, this is particularly relevant because stricter rules will apply regarding the recording and archiving of customer calls. Therefore, make sure to review and identify how your call center stores customer information. Before you initiate a thorough data track in your company, start by answering the following questions:

For what purpose do I collect customer information? Is the information stored within my organization or externally? Do I need to store all the information I collect? If not, how can I dispose of it in a way that meets GDPR requirements?

Using a number of tech solutions will allow you to easily keep track of the data stored within your organization. For example, Zapier is a great online automation tool to connect different applications. With Zapier, you can keep your data up-to-date, and even transfer it in real time (check out how)!

3. Always ask for customer consent

Call recording is a common call center practice. However, once GDPR comes into force, gone will be the days of carelessly recording customer calls.

For call centers, agents are often required to record customer calls for training purposes. However, after GDPR becomes effective, call center agents will need to specifically request permission from their customers to be able to record calls. Therefore, it is essential to ensure that your staff always pay special attention to obtaining consent from your customers.

4. Make sure customers can easily access their personal data

Under the new rules outlined by GDPR, customers will have the right to access any of their registered data in a structured digital format. Once your customer makes a request, your call center supervisors will have one month to fulfill it.

During the implementation process, make sure to ask yourself the following questions: Am I able to easily track the requested personal data? Are my call center supervisors able to fulfill the request within the given time period? What is the easiest way to fulfill the request?

If you don’t have the answers, then you need to work on your procedures.

5. Prepare for the right to be forgotten

With GDPR in force, companies will be required to remove customers’ personal data upon request without charging them. For this reason, you should have efficient procedures to track customer data, check what information they hold and where it came from. Implementing tech solutions will also allow you to easily delete the requested data.

6. Always notify your customers about data breaches

GDPR will require organizations to report data breaches to the relevant authorities and individuals affected within 72 hours. However, it is worth knowing that notification is not needed if the data breach does not negatively affect the customer in question, and it can be delayed if there are exceptional circumstances. With this in mind, make sure you have the appropriate measures to detect, report and investigate data breaches.

7. Make sure your providers are also GDPR ready

If you operate a call center, it is more than likely that you use external service providers to store and process the customer data you collect. Therefore, it is crucially important to keep in mind that compliance is your responsibility. Check carefully that the external service providers you use are 100% up-to-date and GDPR compliant.

It is a good idea to clearly define the general rules with your service providers at the very beginning, to make sure that everyone is perfectly aware of the shared responsibility.

8. Practice makes perfect

As they say, practice makes perfect. You successfully implemented GDPR in your organization and ensured your employees are up-to-date with the new procedures. Unfortunately, that doesn’t mean your work is done here.

Testing your procedures systematically is equally important. Make sure to evaluate customer calls to ensure your employees are successfully implementing the changes and properly communicating them to your customers. Turning this into regular practice will make all the difference.

Good luck with implementing GDPR in your organization. We’ll have another blog article in the next few days, so watch out for it!

Articles and entries on do not constitute legal advice. Should you have any legal questions, please contact your lawyer or legal advisor. VCC Live® will not take any responsibility or liability for any damages, disadvantages or losses that may arise from the results of any interpretation of the contents of the blog.

How to boost productivity and increase revenue by using call blending

Posted on: April 11th, 2018 by dorarapcsak No Comments

To operate a call center seamlessly, it’s crucial to possess a skill set and a handful of techniques that allow you to boost your productivity and increase your revenue. Call blending is one of those techniques.

In a previous blog post we talked about how predictive dialers revolutionized call centers by significantly boosting productivity and increasing revenue. In this article we’ll discuss how call blending can help you go one step further, and achieve even better results.


What is call blending?

Before we immerse ourselves in the topic, let’s quickly clarify what call blending is. Call blending is a call center technique that supports both outbound and inbound calls. During the process a predictive dialer monitors the volume of incoming calls and availability of agents, and assigns calls to appropriate agents. When inbound calls are low, the system generates outbound calls. On the other hand, when inbound traffic is at its peak, the number of generated outbound calls is reduced.

In practice, in a blended call center, agents can be assigned to handle both outbound and inbound calls. For instance, if due to a low number of incoming calls agents are idle for a certain amount of time, the predictive dialer switches their activity to outbound calling. Similarly, if you run an outbound campaign, it may be important for your agents to receive inbound calls as well, as it’s quite common that customers don’t answer the phone if they are working or otherwise busy. In such cases, they may call you back and your blended agents can handle those incoming calls.

Perhaps the greatest argument in favor of call blending is that it helps you maximize the utilization of your resources. Using call blending, agents are able to maximize their Talk Time while handling multiple projects. As a result, idle time is reduced and your productivity increases.


Boost productivity by maximizing Talk Time!

As our previous blog post on call center efficiency talked about, it’s crucial to measure how much time your agents spend speaking. Therefore, it’s no surprise that increasing Talk Time is one of the most important call center productivity KPIs. And, of course, it also generates revenue: the more time your agents spend talking to your customers, the more revenue they generate (more about that later). But how can you boost your call center productivity by maximizing Talk Time? Well, that’s where call blending comes in.

Using call blending, when your phone lines are quiet, your agents can use this idle time to initiate follow-ups on abandoned calls or reach out to dissatisfied customers. With call blending, you not only utilize the time your agents spend talking to your customers, thus increasing Talk Time, but you also drive your business towards a better customer service by proactively reacting to issues.

Of course, for a successfully-operating blended call center, it is crucial that agents are able to handle both customer-based inbound and sales-based outbound calls in the same project. If you allocate time to properly train your team to deal with blended calls, the chances are good that your call center productivity will increase significantly.


So how do you increase your revenue using call blending?

If you want your business to bring in more money, perhaps this is time to start utilizing call blending. Boosting productivity is clearly important, but what if you take things a step further and use call blending to increase your revenue?

If you’re able to effectively manage telesales campaigns and maximize the time your agents spend talking to customers by using call blending, then it is more than likely they will be able to close more deals. Which, of course, equals more sales for your business. In addition, blending telesales and customer service activities will allow you to up-sell or even cross-sell your products during an incoming call.

Lastly, it is worth knowing that call blending will allow your agents to work in 3-4 different projects at the same time. Since the same operators will be working on different projects simultaneously, agent cost will be better distributed among the projects.

If you already blend your calls, calculate your cost and revenue optimization and see for yourself!


Blend not only your calls, but also your other activities!

Using call blending opens up many other options. As already mentioned, in blended call centers operators can work simultaneously on a number of projects. In other words, they are able to carry out and switch between different activities.

Just imagine: during an incoming call, your agents also conduct a customer satisfaction survey. Or maybe make an upselling during an inbound support call. In addition, regarding support services, agents often face complex issues that require a lot of background investigation. In such cases, instead of having the customer wait on the line, blended call centers can offer a callback, which significantly increases the customer experience and their trust in your organization.

For outbound call centers, call blending means more deals, while for inbound call centers, using blended calls result in an improved and more complete customer service experience.


One major challenge call centers nearly always face is to work out how they can effectively maintain a balance between their call operations, especially when call volumes quickly increase. Finding this balance is the first step on the path to success. With the proper planning and implementation of call blending, great results can be achieved: you can boost your productivity, increase your revenue, and deliver a more holistic customer experience.