Today we are introducing the third and final part in our series on one of our We Believe statements: We Believe in Being Creative. As stated in parts 1 and 2, being creative can mean many different things. At Marketing Support Network (MSN), it has recently meant combining our Inbound and Outbound Departments to create one “Multi-Channel” Contact Center that is able to provide services to clients on both small and large scale projects.

To accomplish this, the departments were combined to have one area where all agents reside together. Agents are now being cross-trained on multiple projects in each department and many agents are now providing support for both Inbound and Outbound calling projects. Here are a few examples of how this has helped our clients:

Our agents who were initially hired for outbound calling now also provide support to inbound clients for special projects when call volume is high. Typically, our special project clients schedule 1 or 2-day events that require MSN’s full support for their short term campaigns. Large numbers of calls are expected during these periods of time and having outbound calling agents trained on inbound projects has enabled us to keep our wait times down and avoid high abandon rates.

We are seeing the same type of positive results on the outbound side of things. Some of our agents who originally started out taking inbound calls have now received training that has enabled MSN to continue to meet the needs of our clients and keep our commitments to them. Having more agents trained in outbound allows us to fulfill the hourly calling requirements more quickly and with better results.

We also have an agent who specializes in digital illustration. She has been able to help out our digital media department for part of the week with her unique skill set.

The flexibility that comes with multitasking and cross-training allows MSN to provide high-quality services to each and every one of our current and future customers.

Stay tuned for the next “We Believe” statement as we continue to share stories of how all of us at MSN meet the needs of our clients on a daily basis!