CCaaS.nu - Blending

Optimally deploy your contact center staff

Are your call center agents sometimes just waiting around during the day? Of course, there are always times when the customer service or contact center is less busy. How do you handle this? One good way is to increase the number of outbound calls during these periods and make good use of the precious time with service calls.

Inbound, outbound, and e-mail handling

Through blending, you have the option of using call center agents for both inbound and outbound calls. Using an outbound dialing application ensures that with decreasing incoming traffic, available agents are assigned outgoing calls. In addition, you can apply the blending principle to different types of customer contact channels. This includes handling e-mails during quiet periods.

Online management environment

In your call center software application, you have the option of specifying the priority for each agent group and queue. The priority determines what channel (inbound, outbound, of e-mail) receives priority. When the incoming traffic decreases, the call center agents will be offered conversations from a queue with a lower priority. You can manage these settings yourself 24/7 via the management portal.

Get the most out of your contact center

When inbound traffic increases again, these calls will immediately be offered to the available employees again. This means your call center agents have something to do at any time of the day, whether it is handling inbound calls or performing service calls at quieter moments!

Benefits of call center blending

  • Optimally utilize your call center staff
  • Increase customer satisfaction by performing service calls
  • Structure all incoming (phone) traffic through priorities
  • Route traffic to the most suitable agent