Call Blending
Call blending is a telephony process used in call centers to merge inbound and outbound call handling to maximize agent productivity.
Definition
Call blending is a telephony term that refers to the process of combining inbound and outbound call handling into one seamless operation. This practice is typically used in call centers where agents are capable of handling both types of calls. The main idea behind call blending is to maximize agent productivity by ensuring that they are always engaged, whether it's making outbound calls or receiving inbound ones.
Usage and Context
In a call center environment, call blending can be utilized to manage fluctuating call volumes effectively. During peak hours, when there are a lot of inbound calls, agents can be shifted to handle these calls. Conversely, during off-peak hours, agents can be tasked to make outbound calls. Call blending systems usually come with software that can automatically switch agents between inbound and outbound calls based on call volumes and agent availability.
FAQ
What is the purpose of call blending?
Call blending aims to increase agent productivity by ensuring that they are always occupied, reducing idle time. It also allows for better utilization of resources in a call center.
How does call blending work?
Call blending works by using a system that can automatically assign agents to handle inbound or outbound calls based on call volume and agent availability.
Related Software
There are several software solutions that offer call blending capabilities. These include Five9, Avaya, and Genesys. These solutions provide features like predictive dialing for outbound calls and automatic call distribution for inbound calls, along with call blending.
Benefits
The main benefit of call blending is increased agent productivity, as it reduces idle time. It also allows for better resource utilization, as agents are not limited to handling just inbound or outbound calls. Furthermore, it can improve customer service as it ensures that incoming calls are promptly attended to, especially during peak hours.
Conclusion
In conclusion, call blending is a valuable strategy for call centers to maximize agent productivity and improve customer service. With the right software, implementing call blending can be a straightforward process.
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