This is another popular support model. With shared agents, you have a scalable team ready to take, or make, your calls. These representatives are shared between multiple clients. In this model, you don’t pay for idle time – this is one of the model’s greatest strengths. As with dedicated call center agents, there are many benefits to this model, including:
Flexibility: With a pool of on-demand representatives, we can coordinate our coverage with your marketing initiatives. There are several ways to manage you call activity. You can route us a percentage of your calls or overflow calls that have waited in your queue a certain time. Additionally, we can service all of your customers during days or hours when your internal department is closed. Our call center software presents our reps with your specific scripting when a call arrives, ensuring a smooth transition from one partner’s program to another. Since shared agents work with multiple partners, we have great flexibility on staffing.
Rapid Response: The shared model works best with shorter, and simpler, call types. With a simpler call type, the training period is quicker and agents can be taking, or making, your calls very quickly. This also enables a faster ramp-up if you have a more immediate need.
Adaptability: We typically house the telephony needs on our platform so the agents use the same system for all shared programs. This reduces agent training time. The agents learn quickly when dealing with multiple clients as they can combine their strengths.
Client example: A shared model is used by some of our Retail and eCommerce clients as well as our Nonprofit organizations. Many of them will run a commercial on television urging callers to ‘call now.’ We schedule the coverage to coincide with these campaigns. During the rest of the month, when calls are less frequent, staff is still on hand to take the calls but our clients still only pay by the minute, not for a dedicated resource.