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In its simplest form, call blending is the capability to make outbound calls while also being able to receive inbound calls, all in one easy technologically created system. While older systems in the past required that a user enter a code to activate availability to perform one function or the other, it was not possible to be available for both functions simultaneously. After making telephone outbound calls, it was necessary to log out of that function and enter a separate code to indicate the station could now receive inbound calls.
This process made it possible for staff to be underutilized, as it would be very easy for someone to forget to log back in. This scenario would create a situation where callers begin to pile up in a queue as the telephony system looks for an open station that could receive the call. As any good call center manager will attest, callers having to wait is never a good thing for the organization.
The process of call-blending helps to maximize the time that each work station can devote to handing the telephones, both inbound and outbound calls. The process is really automatic. As a station finishes up with a phone call and becomes free, a tone will emit in the headset of the attendant. Immediately, the attendant is connected to a caller. The software for call blending systems works with the concept of a hunt group, taking into consideration which stations are open to receive calls, and which of those stations received the last inbound call. This allows distribution of the inbound calls to be more or less even among the work stations in the hunt group. No one employee is overtaxed with calls while others have nothing do to.
Call centers of all types use call blending as a way to keep employees productive but not overworked, and also keep customers happy. For example, audio conference call centers use call blending to ensure that customers who want to book a reservation for a conference reach an attendant quickly. Charities that rely on bulk dial-out methods use call blending to route live calls to an attendant when a caller indicates interest in hearing more about the charity. Phone companies use call blending to ensure that customers with concerns or that wish to change their suite of services get to the right department and to a qualified person who can help them with their needs.
Call blending helps employees at call centers meet productivity goals. A call center employee should not be sitting at their workstation without receiving calls for more than a few minutes if a good call blending software program is being used. I know when I used to work at a call center, I was constantly receiving calls which helped my productivity rate.
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