How to build a hybrid Contact Center model?

The hybrid Contact Center model combines the advantages of an on-site office and consultants’ work with cloud-based solutions as well as the potential of AI and automation in phone conversations. But how can you build a complementary system that translates into a high standard of services provided and effective 24/7 customer support? Below, we present a handful of useful tips.

What is a hybrid Contact Center?

A hybrid Contact Center is a customer service management model that combines traditional in-office consultant work, cloud-based solutions for remote work, and call automation using chatbots or voicebots. This trend has been gaining popularity in recent years and appears to be a natural direction in the evolution of customer service departments. It is a flexible approach that allows for the optimal use of both technological potential and the knowledge and experience of customer service specialists.

Key features of a hybrid Contact Center

When building a hybrid Contact Center, it is worth paying attention to its distinctive features and answering the question of how to automate the hotline. Hybrid models are based on:

• traditional technological infrastructure in the office, including servers, computers, telephones, etc.,
• cloud-based solutions offered, among others, in the SaaS model,
• a hybrid model of on-site and remote work,
• multichannel communication: phone calls, email, chat, voicebot, social media,
• automation of repetitive and routine tasks using artificial intelligence.

Of course, all these elements together form an integrated and coherent system aimed at maintaining high customer service quality and optimizing the operating costs of the Contact Center department. Simple operations are largely automated, while more complex ones are handled by live consultants.

Advantages of the hybrid Contact Center model

The growing popularity of this approach to modern customer service, both individual and business, stems from its clear advantages, including improved efficiency of Contact Center teams. The most important benefits emphasized by business owners and industry experts include:

• optimization of department maintenance costs through the use of existing infrastructure and integrated cloud systems,
• reduced risk, as a failure in one environment does not cause a complete shutdown of customer service operations,
• high flexibility and scalability of the system in terms of the number of consultants or system functionalities,
• adaptation to modern labor market requirements, including the ability to work in distributed teams,
• increased operational efficiency through the combination of different models,
• improvement of customer experience and satisfaction levels thanks to better service and shorter response times,
• automation potential for parts of communication through the use of voicebots and chatbots.

These are the main advantages of modern hybrid Contact Center models. Every business owner should consider them individually, taking into account the specifics of their industry. In practice, however, this customer service model can be implemented in almost any sector, including both consumer and B2B services.

Principles of building a hybrid Contact Center – step by step

Below are the basic principles and stages of building hybrid customer service, taking into account the potential of Cloud Contact Center solutions and the elements that should remain within on-site resources.

1. Define the business objective and analyze resources

The first step is to define the business objective behind building a hybrid Contact Center in your company. Typically, this involves improving service quality, increasing control over processes, or optimizing costs. Then, analyze your available resources — including hardware, staff, and purchased customer service system licenses. This serves as the starting point for determining the initial costs of transitioning to a hybrid model and assessing the overall profitability of the investment.

2. Choose the model and divide responsibilities

At this stage, it is necessary to determine which operations will remain within on-site service, which data will be stored in the cloud, and which requests will be automated. Typically, sensitive data and complex issues remain on local servers, while less sensitive data is moved to the cloud. At the same time, employees handle the most important requests, the most complex cases, and premium clients. Repetitive and routine tasks are automated using AI tools, allowing customers to receive responses more quickly. In terms of customer service, performance indicators tend to improve from the very first days after automation is implemented.

3. Select and implement technology

This step involves selecting software that enables the integration of existing local infrastructure with cloud-based applications and systems. The goal is to create a unified ecosystem with smooth information flow and support for multiple communication channels — including phone calls, SMS messages, email, and social media. Therefore, it is worth choosing software from a reliable provider that offers an intuitive interface for employees, simple operation, and for managers — quick access to KPI metrics and full control over customer service processes. In this respect, our EasyCC system performs excellently.

In addition to customer service software, it is also worth configuring:

• a CRM system for customer management,
• a team communication tool (e.g., Microsoft Teams, Slack),
• communication voicebots and chatbots for automation,
• IVR voice prompts,
• a virtual VoIP phone exchange,
• automatic dialing tools (e.g., Power Dialer, ICTBroadcast),
• call recording and analysis tools (Speech Analytics),
• help desk systems (e.g., Zendesk, Freshdesk, HubSpot).

4. Integrate AI and set up automation

In hybrid Contact Center models, automating routine tasks plays a major role. For this purpose, AI tools are used. They can efficiently handle repetitive inquiries, fill in CRM records, or provide information about the status of complaints and orders. As a result, employees can focus on more important issues that have a greater impact on customer retention and satisfaction. Of course, maintaining the right balance between artificial intelligence and human involvement is essential in Contact Center operations. It is advisable to rely on best practices in the use of voicebots in customer service.

5. Ensure security systems and procedures

Customer service also requires full focus on ensuring that customer data and sensitive company information are protected at every stage of the process. In hybrid models, this requires the implementation of both online and offline security systems. Deploy high-quality technological solutions and develop internal security protocols within the organization. Then train employees on these procedures, emphasizing potential threats and their consequences. Even the smallest data leak can be destructive to your company, leading to reputational and financial losses.

6. Train employees

Customer service consultants should regularly undergo training concerning both their work and the tools they use. In modern Contact Center departments, technology plays a significant and rapidly evolving role. Falling behind in this area affects the quality of service provided and customer satisfaction levels.

7. Monitor system performance

Even a model system can have gaps. It is very important for the manager to continuously monitor the performance indicators of the customer service department and improve processes. This includes preparing better call scripts and shortening procedures related to responding to customer inquiries. From the customer’s perspective, receiving a quick response positively affects satisfaction and increases the likelihood of building loyalty. Retaining a customer is cheaper than acquiring a new one, which is why it is worth constantly monitoring and improving service quality.