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.

Related Terms

Call Center Agent Scripting Software

Call Center Agent Scripting Software is a tool that provides a predefined script to guide agents through interactions with customers in a call center.

Call Center Appointment Scheduling Software

Call Center Appointment Scheduling Software is a digital tool used to automate and manage scheduling appointments in call centers.

Call Center Script Software

Call Center Script Software is a tool used in call centers to guide agents through customer interactions, ensuring efficiency and consistency.

Call Center WFM Software

Call Center WFM Software is a solution that optimizes call center productivity through effective scheduling, forecasting, and real-time adjustments.

Call Center WFM Tools

Call Center WFM Tools are software designed to optimize call center operations, including scheduling, forecasting, and performance tracking.

Call Center Workforce Management Software

Call Center Workforce Management Software is a tool to optimize workforce management in call centers, including scheduling, monitoring, and performance management.

Call Center Workforce Management Software Comparison

A detailed explanation of 'Call Center Workforce Management Software Comparison', its usage, benefits, related software, and the importance of comparing different software.

Inbound Call Center

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

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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