Call blending is a phrase that describes a call center with agents who are able to receive incoming calls and make outgoing ones with the help of predictive dialing engine.
A lot of compatible products provide a very fundamental form of call blending where the manager of a call center must by himself assign agents to incoming and outgoing calls as required.
In case an agent is given both incoming and outgoing campaigns, they will first manage those calls having the greatest priority.
The agent interface, information bases and audible prompt will vary since incoming calls are received and outgoing calls will slow to accommodate the blending.
The campaign rate will change as the call flow kinds modify. During unhurried incoming call flow, blended agents will be capable to make outgoing calls.
When a spike in incoming activity takes place, agents will automatically be assigned to the incoming campaign to manage the amount till it drops back to a level where enthusiastic incoming agents are able to treat it.
Blended call centers are extremely proficient in enhancing agent functionality and occupancy speeds. The necessity for absolute dependence on personnel administration means is significantly reduced as well. Maintaining a well staffed center with both outgoing and incoming campaigns is much more useful than relying on variable mathematical predictive markers.
Finally, blending permits a center to boost its income per agent hour and considerably improve agent occupancy speeds well beyond usual call centers that are short of completely automated call blending qualifications.