What is Accordia Call Blending?
Accordia Call Blending (CB) enables your agents to seamlessly handle both outbound and inbound calls, ensuring that inbound service levels remain unaffected.
In today’s business environment, outbound call centers play a crucial role. While some call centers focus solely on inbound operations, most handle both. Larger call centers often have specialized teams for inbound and outbound calls. However, smaller call centers may require agents to manage both operations to avoid the high costs of maintaining separate teams for incoming and outgoing calls.
For these smaller centers, balancing inbound and outbound operations is critical. The challenge lies in having enough agents to manage increased call volumes without sacrificing productivity during slower periods. For instance, idle inbound agents can be assigned to outbound tasks, and in departments like collections, both receiving and making calls are essential.
How Accordia Call Blending Works?
Accordia’s Call Blending detects the status of your agents to determine if there are any inbound calls in the queue before routing an outbound call to them. This system allows call centers to:
- Optimize Productivity: Efficiently use agents’ time and skills
- Maximize Agents’ Skills: Ensure agents are versatile and capable.
- Guarantee Customer Satisfaction: Provide swift, effective customer service.
