Occasional services, spikes caused by TV, radio, or press advertising campaigns.
In this case, costs are significantly reduced thanks to outsourcing providers’ ability to use shared agents who work simultaneously for more than one client company — even remotely — connecting from home to handle our advertisements during prime-time TV slots.
Agents working in blended services (both inbound and outbound) create what, in operational terms, would be considered a buffer of outbound calls or email management tasks that can be performed at any time. This allows optimization of unavoidable idle time that would occur if only inbound calls were handled.
From the inbound perspective, this works as a just-in-time system because the agent is available due to the higher priority given to inbound services over outbound or asynchronous tasks.
Outbound Call Services
Customer update campaigns, scheduling commercial visits, organizing events, or any similar activity that a company carries out only occasionally.
High Seasonality
For example, workload peaks in tourism companies are much easier to manage for a specialized provider than for the company itself. This is because outsourcing providers have a larger database of specialized workers, optimize recruitment, training, and learning curves, and allow the company (the client) to make costs variable.
