Call Blending

Explanation:

Call blending refers to the ability of a call center system to manage both inbound and outbound calls, automatically adjusting based on call volume and agent availability. It allows agents to handle a mix of customer inquiries and proactive outbound calls, such as follow-ups or sales, maximizing productivity and balancing workloads.

Best Practices:

• Monitor Call Volume: Track inbound and outbound call volumes to ensure agents are not overwhelmed and that service levels are maintained.
• Set Priorities: Define clear priorities for inbound and outbound calls, ensuring that high-priority calls, such as customer issues, are handled first.
• Adjust Based on Availability: Dynamically adjust the number of outbound calls based on agent availability to avoid overloading the system or agents.
• Ensure Agent Training: Train agents to handle both inbound and outbound calls efficiently, ensuring that both types of calls are managed effectively.

How Daktela Can Help:

Daktela's call blending feature automatically adjusts call distribution, ensuring that agents are handling both inbound and outbound calls based on availability and predefined rules. With real-time monitoring and advanced reporting, Daktela ensures that agents are not overloaded, while also optimizing call distribution for maximum productivity. Daktela's workforce management tools allow supervisors to track agent availability and adjust call distribution dynamically to meet demand.