As a Senior Operations Manager for an outsourced telemarketing austria phone number library call center that works from home, my team is a hybrid, handling multiple types of contacts on a daily basis for assigned accounts. If you are considering implementing hybrid agents here are some best practices for your call center or outsourced telemarketing partner. Outsourced Telemarketing Agent Utilization – What is Too Busy? You want to keep your agents busy, but not so busy that they become overwhelmed. You want to be able to handle inbound calls and meet the required outbound call times, so there's some heavy planning and forecasting to do first.
For example, if your inbound call predictions are off by more than % (more actual calls compared to predicted calls), then you won't reach the number of outbound contacts your team expects, assuming you prioritize taking inbound calls. Accuracy in planning and forecasting is critical to ensuring you achieve your organization-wide connectivity goals. Also, in my experience, agents get burned out if they are used more than % of the day. So if they are not in "over", "not ready" or "rested" mode for at least % of the day, you may find that your team will burn out and quit.
