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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
We are all striving to be better. Whether it’s being better people, better leaders, or better organizations, improvement and advancement is at the heart of our daily intentions. For the contact center, this mission of constant improvement is fundamental to every interaction. We need to meet the expectations of our customers in ways that improve their satisfaction and brand loyalty. We need to improve employee engagement as we build their skills, knowledge, and experience in ways that grow their own loyalty and improve retention. We need to improve our organization’s operational efficiencies in ways that drive revenue and improve the bottom line.
No one understands the contact center’s focus on improvement like ICMI does. We champion contact centers and their people, and our mission is to make both better every day. Through training, consulting, content and events, we unite the community and empower contact centers to serve their customers better, engage their employees more, and improve the customer experience.