Inbound-only Centers and Outbound Traffic
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Inbound-only Centers and Outbound Traffic

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!

Related ICMI Resources:
2011 Call Center Practices for Pairing and Blending Inbound, Outbound Service and Sales
Blending in the Call Center: Benefits, Barriers and Breakthroughs

Related ICMI Articles:
Blended and Outbound Call Centers Series: Managing the Client Experience
Blended and Outbound Call Centers Series: Blending Strategies and Service Level Control
Blended and Outbound Call Centers Series: Capacity Planning for Outbound and Blended



Topics: Strategy & Planning, Learning & Development, Site Operations, People Management, Culture & Morale

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Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
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