{"id":47246,"date":"2020-05-18T10:16:47","date_gmt":"2020-05-18T09:16:47","guid":{"rendered":"https:\/\/leaddesk.com\/blog\/blend-inbound-outbound-increase-revenue\/"},"modified":"2022-10-13T08:19:30","modified_gmt":"2022-10-13T07:19:30","slug":"combineer-inbound-en-outbound","status":"publish","type":"post","link":"https:\/\/leaddesk.com\/nl\/blog\/combineer-inbound-en-outbound\/","title":{"rendered":"Combineer inbound en outbound om de inkomsten te verhogen en de kosten te verlagen"},"content":{"rendered":"","protected":false},"excerpt":{"rendered":"<p>Terwijl inbound en outbound altijd als afzonderlijke onderdelen werden beschouwd, hebben technologie en software het mogelijk gemaakt dat contactcenters de twee met elkaar kunnen combineren.<\/p>\n","protected":false},"author":32,"featured_media":45892,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[2427,2168,2341],"tags":[2464],"acf":{"blocks_en_new":[{"acf_fc_layout":"hub_subhero","acfe_flexible_toggle":false,"title":"Combineer inbound en outbound om de inkomsten te verhogen en de kosten te verlagen","content":"","subhero_image":45892,"buttons":null,"style":"--blue","subhero_tags":false,"subhero_readtime":false,"reading_time":"5","title_html":"h1","unique_css_name":"","custom_css":""},{"acf_fc_layout":"text_editor_wysiwyg","acfe_flexible_toggle":false,"text-content":"<em>Terwijl inbound en outbound altijd als afzonderlijke onderdelen werden beschouwd, hebben technologie en software het mogelijk gemaakt dat contactcenters de twee met elkaar kunnen combineren.<\/em>\r\n\r\n<em>In deze blog tonen we hoe het combineren van inbound en outbound in dezelfde software een verschil kan maken in de dagelijkse activiteiten van een contactcenter.<\/em>\r\n<h2>Wat is call blending?<\/h2>\r\nVertegenwoordigers en contactcenters hebben altijd de neiging gehad om zich te focussen op inbound of outbound. Verschillen in mentaliteit, software en training hebben geleid tot een onderscheid tussen klantenservice en sales.\r\n\r\nVergelijk dat eens met een gecombineerd contactcenter, waar vertegenwoordigers zowel inbound als outbound contacten en gesprekken verwerken. Afhankelijk van de prioriteit van het contact, kunnen de vertegenwoordigers soepel overschakelen van tickets in de klantenservice naar sales.\r\n\r\nDe opkomst van blended contactcenter-software, die de kenmerken van zowel de inkomende als de uitgaande activiteiten combineert, heeft ervoor gezorgd dat blending de laatste tijd een veel realistischer optie is voor contactcenters.\r\n<h3>Optimale personeelsbezetting genereert inkomsten<\/h3>\r\nHet personeel is \u00e9\u00e9n van de meest aanhoudende problemen bij contactcenters.\r\n\r\nTijdens de piekuren zijn er hoge wachttijden en de klantervaring heeft eronder te lijden. Anderzijds, wanneer er minder oproepen en berichten binnenkomen, hebben de vertegenwoordigers niets te doen. Dit is niet optimaal voor de productiviteit van de vertegenwoordigers.\r\n\r\nHet vinden van het evenwicht in de personeelsbezetting is gemakkelijker als de gebruikte software het mogelijk maakt om flexibel te switchen tussen inbound en outbound. Afhankelijk van het volume van de inkomende contacten, kan een kwaliteitsvolle omnichannel-software een bepaalde groep vertegenwoordigers aansturen om uitgaande gesprekken uit te voeren of om het inbound-team te helpen tijdens de piekuren.\r\n\r\nDit resulteert in meer omzet voor het callcenter, stimulansen voor de vertegenwoordigers en korte wachttijden voor de klanten.\r\n<h3>Proactieve klantenservice verbetert de klanttevredenheid<\/h3>\r\nGecombineerde contactcenters kunnen hun klantgegevens gebruiken om een proactievere klantenservice te bieden.\r\n\r\nWanneer er weinig inkomende gesprekken zijn, kunnen de medewerkers van de klantenservice contact opnemen met bestaande klanten en vragen of hun recente aankoop of abonnement naar wens is verlopen. Door klanten de mogelijkheid te bieden hun gevoelens te uiten, kunnen ze zich gewaardeerd voelen.\r\n\r\nStelt u zich voor: trouwe klanten van wie technologie op het punt staat verouderd te raken door een nieuwe nationale standaard. Door over te stappen op outbound en hen te voorzien van een eenvoudige manier om hun apparatuur te updaten v\u00f3\u00f3rdat er problemen ontstaan, kan de klantrelatie verder worden verbeterd.\r\n<h3>Minder training en lagere softwarekosten<\/h3>\r\nDoor zowel de inkomende als uitgaande activiteiten in dezelfde software op te nemen, besparen blended contactcenters op trainingsuren en geld.\r\n\r\nContactcenters hebben doorgaans een hoge churn rate van vertegenwoordigers, wat betekent dat deze centers voortdurend nieuwe vertegenwoordigers opleiden.\r\n\r\nIn plaats van de vertegenwoordigers te trainen in twee totaal verschillende stukken software voor inbound en outbound, zouden blended contactcenters gebruik moeten maken van een kwaliteitsvolle blended contactcenter-software, die snel te leren is.\r\n\r\nOp deze manier brengen de vertegenwoordigers hun tijd door met de klanten, in plaats van dat ze een opleiding volgen voor alle verschillende software die nodig is voor blending.\r\n<h3>Gesynchroniseerde rapportages<\/h3>\r\nTot slot resulteert het gebruik van twee afzonderlijke software in twee afzonderlijke rapportages, die tijdrovend zijn om samen te stellen en moeilijk te integreren zijn.\r\n\r\nBlended software stelt blended contactcenters in staat om geautomatiseerde rapportages te genereren die een algemeen overzicht geven van de prestaties van het contactcenter, evenals specifieke rapportages voor zowel inbound als outbound.\r\n\r\nOm het samen te vatten, de voordelen van blended inbound en outbound zijn:\r\n<ul>\r\n \t<li style=\"text-align: left;\">Verhoogde omzet en productiviteit van vertegenwoordigers<\/li>\r\n \t<li style=\"text-align: left;\">Optimale bezetting<\/li>\r\n \t<li style=\"text-align: left;\">Betere klantenservice<\/li>\r\n \t<li style=\"text-align: left;\">Besparing op training en software<\/li>\r\n \t<li style=\"text-align: left;\">Gesynchroniseerde rapportages.<\/li>\r\n<\/ul>","text-script":"","unique_css_name":"","custom_css":""},{"acf_fc_layout":"centered_text_block","acfe_flexible_toggle":false,"style_css":"primary","title":"Bent u ge\u00efnteresseerd in de voordelen die omnichannel-software voor vertegenwoordigers en klanten heeft?","text":"Lees onze blogs op omnichannel","button_1_text":"Omnichannel vanuit contactcentermedewerkerperspectief","button_1_link":{"title":"","url":"https:\/\/leaddesk.com\/nl\/blog\/medewerker-ssucces-met-omnichannel-software-voor-contact-centers\/","target":""},"button_2_text":"Omnichannel vanuit klantperspectief","button_2_link":{"title":"","url":"https:\/\/leaddesk.com\/nl\/blog\/omnichannel-contactcenter-uitgelicht\/","target":""},"unique_css_name":"","custom_css":""}]},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.5 (Yoast SEO v22.5) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Combineer inbound en outbound om de inkomsten te verhogen en de kosten te verlagen<\/title>\n<meta name=\"description\" content=\"Terwijl inbound en outbound altijd als afzonderlijke onderdelen werden beschouwd, hebben technologie en software het mogelijk gemaakt dat contactcenters de twee met elkaar kunnen combineren.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/leaddesk.com\/nl\/blog\/combineer-inbound-en-outbound\/\" \/>\n<meta property=\"og:locale\" content=\"nl_NL\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Blended inbound and outbound in call center software \u2013 LeadDesk\" \/>\n<meta property=\"og:description\" content=\"Increased call center sales and efficiency, less expenditure \u2013 yes please! Read how an omnichannel software successfully blends inbound and outbound.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/leaddesk.com\/nl\/blog\/combineer-inbound-en-outbound\/\" \/>\n<meta property=\"og:site_name\" content=\"LeadDesk\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/leaddesk\/\" \/>\n<meta property=\"article:published_time\" content=\"2020-05-18T09:16:47+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2022-10-13T07:19:30+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/leaddesk.com\/wp-content\/uploads\/2020\/05\/Blend-inbound-and-outbound-to-increase-revenue-and-reduce-costs.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"630\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Colm O Searcoid\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:title\" content=\"Blended inbound and outbound in call center software \u2013 LeadDesk\" \/>\n<meta name=\"twitter:description\" content=\"Increased call center sales and efficiency, less expenditure \u2013 yes please! 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