Blended agents are call center professionals who handle both inbound and outbound calls. They provide flexibility and can adapt to changing call volumes.

Definition

Blended agents are individuals in a call center environment who handle both inbound and outbound calls. These agents are skilled at managing multiple types of customer interactions, from taking calls from customers, to making calls for sales, customer service, or follow-up purposes. They have the flexibility to switch between tasks as required, making them a valuable asset in the dynamic call center industry.

Usage and Context

Blended agents are used in various business sectors, including customer service, telemarketing, and collections. They are particularly valuable in environments where call volumes fluctuate, as they can switch between inbound and outbound calls as needed. This can help to optimize staffing levels and improve service levels.

FAQ

What is the role of a blended agent?

A blended agent handles both inbound and outbound calls in a call center. They may take calls from customers, make calls for sales or customer service purposes, and perform other tasks as required.

How does a blended agent differ from a traditional call center agent?

Unlike traditional call center agents who only handle inbound or outbound calls, blended agents can do both. This makes them more versatile and able to adapt to changing call volumes.

Related Software

Many types of call center software support the use of blended agents. These include automatic call distributors (ACDs), predictive dialers, and customer relationship management (CRM) systems.

Benefits

Blended agents offer several benefits. They can help to balance workloads, reduce idle time, improve service levels, and increase sales. They also provide greater flexibility, as they can switch between tasks as needed.

Conclusion

Blended agents are a valuable asset in the call center industry. Their ability to handle both inbound and outbound calls, along with their flexibility and adaptability, make them a key component of a successful call center operation.

Related Terms

CRM (Customer Relationship Management)

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Call Center Script Software

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Customer Relationship Management

An explanation of Customer Relationship Management (CRM), its usage, context, related software, benefits, and common questions related to it.

Inbound Call Center

An inbound call center is a dedicated space where calls are received by a company, commonly for customer service purposes.

SCRM (Social Customer Relationship Management)

SCRM is a strategy that integrates social media services into traditional CRM processes to engage with customers on a more personal level.

WFM Software Call Center

WFM Software Call Center is a software designed to optimize the productivity and efficiency of a call center's workforce. It includes scheduling, forecasting, real-time tracking, and performance management features.

Workforce Management Software Call Center

Workforce Management Software Call Center is a tool used to manage human resources in a call center. It improves operations and customer service.
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