Call Blending Call Center

Call blending is used to describe a call center in which agents can receive inbound calls as well as make outbound calls. Using Advanced Call Center, administrators and supervisors can assign agents to both inbound and outbound campaigns. This helps to save time on manually shifting agents from one type of campaign to another. Call blending helps to increase agent productivity by minimizing agent idle time.

Usage Scenario

Call blending is the ideal solution for businesses where the purpose and tone of inbound and outbound calls is similar and compatible.

It is also suited to businesses where there is a precise pattern of peaks and valleys in inbound call traffic, such as infomercials.

Call blending would also be a feasible solution in instances where the length of inbound and outbound calls is complementary.

Advanced Call Center's ACD capabilties are an integral part of the blended call center. Using Advanced Call Center's predictive dialer, the campaign speed is adjusted automatically depending on factors such as agent idle time and call drop rate. In times of slow inbound calls, agents can make outbound calls. Similarly, when inbound calls increase, agents are automatically shifted to the inbound campaign. This helps to increase agent revenue per hour.