| Published: May 15, 2012 | Comments
In the summer of 2011, ICMI surveyed more than 400 call center professionals from around the world to see how – and if – they handle inbound and outbound as well as sales and service contacts in their centers.
Among the key findings of the research, ICMI discovered that many centers designated as inbound-only had agents that are also making outbound calls. As displayed in the infographic taken from the research report, 61.1% of agents in inbound-only centers were making follow-up calls or call-backs to customers. 31.3% of these agents make internal calls to other departments in the organization and 7.6% strictly take inbound calls.
Is this true in your center? Are you currently blending inbound and outbound? Share your experience with us here in the comments!
Please sign in to leave a comment. If you don't have an account you can register for free here.