Blended Contact Centre Solutions
Get the best of both worlds
Unify your contact centre solutions with TCN’s blended environment and maximise your operational efficiency by utilising both Inbound and Outbound solutions seamlessly, all in one place.
Request a DemoPerfectly balanced
Blended contact centre solutions give organisations the power to control the flow of communication in and out of their contact centres while optimising their workforce. TCN offers seamlessly integrated solutions that are customisable and easy to use for any business.
Agent optimising
Instead of needing separate groups of agents for inbound and outbound communication, contact centre agents can switch instantly between campaigns.
Increased revenue
Blended communication provides revenue-increasing opportunities through better customer service, increasing services or renewed contracts.
Reduced downtime
Blended solutions increase client contact rates by 20-50%, saving contact centres costly downtime while customers and agents are waiting to be connected.
Connect with more customers
With TCN’s blended contact centre solutions, organisations can increase their client contact rate anywhere between 20%-50%, compared to traditional outbound-only campaigns. Not only are contact centres able to increase their right party contact counts, but they are also able to better provide service to more customers in a shorter period of time.
Blended solutions mean blended benefits
Call routing
With blended software capabilities, managers can deploy custom-recorded messages for inbound callers while simultaneously connecting others to outbound agents for assistance.
Prioritise calls
In any business, the customer should come first. Through TCN’s blended platform, contact centres can prioritise inbound calls by pausing outbound efforts and connecting those agents with live callers.
Automated detection
Transitioning agents between inbound and outbound efforts is instant and effortless through TCN’s automated system that detects when additional agents are needed and halts outbound campaigns.
Elevate efficiency
Every organisation strives to find ways to optimise its operations. Implementing a blended contact centre solution brings inbound and outbound solutions together, designed for efficiency. One such outbound solution is TCN’s Predictive Dialer which optimises each agent’s time by decreasing downtime between calls by automatically contacting and connecting agents with live customers.
Inbound brings a lot to the partnership as well with solutions like TCN’s Interactive Voice Response (IVR) and Automatic Call Distribution (ACD). IVR empowers customers to find solutions without the need to connect with a live agent while ACD ensures that each customer connects with the most qualified agent available to increase first-contact resolutions.
Overall satisfaction
According to TCN’s 2023 consumer survey results, customers find more satisfaction from interactions with businesses when they do not have long hold times, provide excellent customer service and are connected with knowledgeable agents right away.
Blended contact centre solutions give you the ability to accomplish each of these requirements simultaneously with the added benefit of giving agents a change of pace that enables them to learn new skills that can be directly applied to their work.
What our clients are saying
“We have seen a significant cost reduction since we began utilising TCN. [The platform] has given us the ability to fully analyse the data associated with inbound and outbound calls and scale up and down at no capital cost.”
General Manager at DJ Distributors
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