Call Blending
– Inbound & Outbound Call Center Software
Call blending is a term used to describe a call
center with agents that are able to both receive
inbound calls as well as make outbound calls through
a predictive dialing engine. Many “competitive”
products offer a very basic form of call blending
where the call center manager has to manually
shift agents between inbound and outbound calls
as needed. This is not the case with StrataDial®.VC2™,
which provides fully AUTOMATED call blending.
When an agent is assigned to both inbound and
outbound campaigns, they will handle whichever
calls are given the highest priority first. The
Agent interface, databases and audible cue will
change as inbound calls are received and outbound
calls will slow to accommodate the blending. The
campaign speed will adjust as the call flow types
change. In times of slow inbound call flow, blended
agents will be able to complete outbound calls.
When a spike in inbound activity occurs, agents
will automatically be shifted to the inbound campaign
to handle the volume until it falls back to a
level where dedicated inbound agents can handle
it.
Blended call centers are capable of improving
agent productivity and occupancy rates tremendously.
The need for complete reliance on workforce management
tools is also greatly reduced. Keeping a well
staffed center with both outbound and inbound
campaigns is far more productive than relying
on unreliable mathematical predictive indicators.
Ultimately, blending allows a center to increase
its revenue per agent hour and dramatically enhance
agent occupancy rates well beyond normal call
centers that lack fully automated call blending
capabilities.
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