Call Blending

Call blending allows the balance between inbound and outbound campaigns to be managed by using the same agents to handle both operations.

As volumes of inbound calls rise, outbound agents will be automatically switched to inbound campaigns in order to share the load. In periods of inbound inactivity, agents will be moved from inbound campaigns to outbound dialing.

Call blending maximises productivity in agents and reduces the need to take on additional members of staff to cope with temporary peaks and troughs.

Our call blending module is used to calculate inbound demand and our outbound protocols ensure that management of inbound spikes does not impact outbound call abandonment. The dialler’s command and control systems work together with the outbound and inbound pacing systems to provide maximum flexibility of agent movement while ensuring that compliance and overall agent efficiency are not compromised.