Blended Contact CentreDedicated advisors with unlimited flexibility
Our blended contact centre model is the best of both worlds. A team of advisors dedicated to your brand, plus the availability of our bureau. Extremely cost effective and efficient contact handling. Available 24/7 to cover phone, email, web chat and social media interactions.
Why the blended contact centre model works
Let’s assume your customer service line receives 500 calls per day, and the team operates at a utilisation level of 90%. If contact volumes increase by 10%, the team may struggle to maintain service levels. Adding another advisor to the team would help, but would reduce the utilisation level and add more fixed costs.
Our blended model allows that 10% increase in call volumes to overflow into our bureau team. This maintains service levels, increases utilisation figures, and avoids adding more fixed cost. Instead, when calls overflow to the bureau, we simply charge per contact handled. With up to 70 advisors in the bureau, they’re always ready.
The benefits of outsourcing contact centre services
Remove fixed employment costs
and switch to a variable cost model
Reduce IT, systems and infrastructure costs
Take advantage of our systems
Remove the costs of recruitment and training
That becomes our responsibility
Increase flexibility and scale
We flex based on the needs of our clients
Increase your operating capacity
Transfer all or selected contacts to us
Get a single view of your customer
Via our multichannel contact platform
Extend your opening hours
Pass contacts to us overnight
Benefit from experience
Our advisors average 9 years with us