Blended Agents
Every call center wants to keep its agent idle time as low as possible, and its agent talk time as high as possible. This system encourages both groups of inbound and outbound agents to make outgoing calls when the demand is necessary but also to make outbound calls when incoming calls are slow. This makes for an efficient contact center.Call Blending Can Maximize Call Center Productivity
The Kunnect system will assist managers in fine-tuning the balance between real-time resource availability and demand across multiple media and multiple tasks in order to maximize staff productivity in trying economic times.
Setting up inbound and outbound campaigns, by mixing and matching available agents to communications requirements, are paramount in optimizing call centers using call blending. It can be employed to meet operational targets, service levels and staff motivation needs, as well as how to use call blending to handle multi-channel enquiries.
Modern contact centers still tend to operate in silos, with the inbound and outbound operations kept segregated. But it’s inevitable in an economic downturn that workforces will be trimmed-down and streamlined, so it makes sense to maximize the skill set of existing staff. By employing a call blending solution, managers will ensure that there are enough agents to handle calls when the volume is high, and that productivity levels do not slip when calls are fewer and further between.
The importance of call blending is growing all the time; and those failing to implement it will lose out in the long run. The role of the call center is expanding and becoming more complex all the time, so to allow agents to handle a range of call types will only serve to increase its effectiveness.
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