Blended Call Center Solution
Unlocking new efficiencies with blended calling
Are you someone who doesn’t feel the need for separate contact center solutions for inbound and outbound calling? You are in a domain where the volume of inbound calls is limited, and your agents are good at handling outbound calls. What do you do? You use blended calling solutions that a platform like ClearTouch Operator provides, where the same agents can take both inbound and outbound calls.Request a Demo
Optimize your operations with blended dialing
Intelligence with convenience.
Giving your agents the ability to switch between inbound and outbound minimizes idle time and boosts efficiency.
Upsell inbound customers and reach more prospects via outbound. Blended calls help boost your revenues.
Productive agents are happy agents. Improve agent morale with a diverse workload and minimal downtime.
Why ClearTouch’s Blended Call Center Solution?
Our platform helps you improve your contact center efficiency. As inbound traffic fluctuates throughout the day, our blended dialers automatically adjust the outbound dialing rate. The number of outbound calls dialed by the predictive dialer depends on the idle ratio of the available agents in the inbound campaign.
Our blended dialers come with intelligent call routing that directs calls to the right agent or a group of agents – skill-based, location-based, and language-based. You can customize the inbound-outbound call ratios so that you can tackle priorities in real-time.
Overall, our blended dialers help you improve the efficiency of your contact center operations and enhance conversion rates, sales outcomes, and customer experience. Its integration with CRM systems and automated list management ensures agents have relevant customer information during their interactions.
We have implemented our solutions to more than 1500 businesses worldwide across verticals. Listen to this – we haven’t had a customer churn from us in our last six years of operations in India.
We have industry-specific expertise and can help you with good practices across domains like BFSI, BPOs, Collections, Healthcare, Retail, Automotive, Manufacturing, eCommerce, and Fintech.
With unparalleled features and integrated infrastructure, you don’t have to look beyond ClearTouch’s blended dialing.
Our Blended Dialer Advantage
Check out all the benefits for your business.
By combining both inbound and outbound capabilities, blended dialing solutions contribute to overall contact center efficiency. It combines intelligent call routing and predictive dialing algorithms to optimize call distribution and reduce idle time for agents. This results in a more efficient use of resources and improved service levels.
Flexible resource allocation
During peak times, the system can automatically prioritize inbound calls to ensure customers receive timely support. Conversely, during off-peak hours, resources can be allocated to outbound campaigns or other tasks, helping organizations make the most of their workforce. This would also help you save costs by optimizing available resources.
Our platform complies with TRAI, DOT, TCPA, and FDCPA standards and regulations. It ensures the phone numbers are validated, and agents only call those individuals who have consented to be contacted. Besides, our blended solutions include automatic call recording, call monitoring, and compliance scripts, helping organizations maintain regulatory compliance while conducting outbound and inbound campaigns.
Data-driven decision making
Our blended dialers come with robust reporting and analytics tools. These tools enable call centers and businesses to collect valuable data on call performance, customer interactions, and campaign outcomes. This will help refine your strategies, optimize operations, and enhance customer experiences.
You don’t have to worry about licensing, scaling up and down your needs, configurations, customizations, and roll-out infrastructure. It is a pure cloud-based infrastructure where you truly pay as you go.
How does our contact center platform improve the bottom line?
Watch this video on how our cloud-based modern contact center platform can help your customer experience function.Watch Now
Frequently Asked Questions
What is a blended dialing solution?
A blended dialing solution is a call center technology that combines both inbound and outbound call capabilities, allowing agents to handle incoming customer calls and make outbound calls for various purposes.
How does a blended dialing solution help contact centers?
Blended dialing solutions help optimize contact center operations by maximizing agent productivity, improving customer engagement, saving costs, increasing revenues, and providing flexibility in handling calls.
Can a blended dialing solution prioritize inbound calls during peak times?
Yes, our blended solutions have intelligent call routing features for inbound and predictive algorithms for outbound calls. By default, inbound calls are prioritized over outbound calls at all times. Only during off-peak times would our predictive dialers get to work and keep the agents busy.
What types of businesses can benefit from blended dialers?
Businesses where the knowledge required to operate inbound and outbound operations aren’t too different or where the training requirements aren’t too different can opt for blended dialing. This allows you to maximize your agents’ productivity and the overall efficiency of your contact centers. This can be applicable across industries.
Can blended dialers integrate with other software?
Our blended dialers can be integrated with CRM, ticketing solutions, helpdesk software, and other best-of-breed IT solutions. This would provide your agents with relevant customer information during customer interactions, improving personalization.
What types of outbound campaigns can be managed with blended dialing solutions?
Our blended dialers can broadly be used for the following outbound campaigns – telemarketing, lead generation, customer surveys, appointment reminders, sales outreach, and more.
Are blended dialing solutions suitable for both small and large contact centers?
It is ideal for both small and large contact centers. However, it is more suited for smaller contact centers where the organizations may want to optimize operational efficiency and resource allocation. Besides, our platform offers scalability and flexibility at the click of a button. You can scale your agents per your business needs up and down without any commitments or minimum guarantees.
Are there any drawbacks associated with using blended dialers?
While blended dialers offer numerous benefits, the biggest drawback would be the training requirements of the same agents operating both inbound and outbound operations. If the training needs are extensive, blended dialing may not be a good idea.
What is predictive dialing, and how does it relate to outbound calling in blended solutions?
Predictive dialing is an outbound calling feature in blended solutions that uses algorithms to predict when an agent will be available and dials multiple numbers simultaneously to connect agents with live calls.
What kind of reporting and analytics are available with blended dialers?
Our blended dialers offer comprehensive reporting on call metrics like average handling time (AHT), first call resolution (FCR), customer satisfaction (CSAT), net promoter score (NPS), agent performance, campaign results, and more, providing data-driven insights for decision-making.
Can blended dialing solutions handle text-based communication like SMS or chat?
Our platform comes with omnichannel capabilities that allow blended dialing to be easily integrated with other channels like SMS and chat.
Can blended dialing solutions be used for remote work setups?
Our platform is a pure-play cloud-hosted solution. It can be operated anytime from anywhere using any device. All you need is a working Internet connection and browser access for you to be up and running. So, it works famously well with remote work setups.
What are some best practices for maximizing the benefits of blended dialing?
Best practices include thorough training, intelligent call routing, integrations with best-of-breed IT solutions, predictive algorithms to optimize outbound calling, monitoring metrics, and continuously improvising for better performance.