You have a bunch of agents you’d like to keep busy, but call volumes are low. You can’t send anyone home, because it might get busy later. You’ll go broke if your agents spend most of their time discussing their favorite Kardashian.
Do you have to wait for people to call in?
If your call center handles Unified Communications, email and web chat volumes may help out a bit. It’s still reliant on inbound communication attempts, though.
Many contact centers do have a list of leads they could be contacting. Reminders to renew their service. Or maybe just check that things are OK. You may also have sales page generating warm leads, or a list of people who have expressed interest in the past.
In these cases, blended dialing may be a solution. Blended dialing puts your agents into their normal call center ACD queues, as normal. It also assigns them to one or more selected outbound campaigns.
The mechanism itself is simple. Queue priority and skill assignments decide which of the inbound calls your agents get. If there are no inbound calls for an agent, the agent gets a lead to call from the outbound campaign. Each time your agent finishes a call, the system checks to see if there are any inbound calls in the queues. If so your agent handles those. If not, it’s back to the outbound campaign.
Blended dialing makes sense when you have leads to contact and queues that can have bursts of traffic. It also makes sense when your inbound and outbound dialing are related. If you have a list of clients who may call in to buy or renew before you call them, then you can associate your inbound callers with outbound leads when they call in.
It’s also a great way to keep your agents productive on days when the queues are quiet. Again, if you have a reason for dialing outbound, your blended agents can be productive. And you don’t have to hear about Kardashians.