It is Most Common to Keep Calls, Emails and Outbound Calls Separate, Not to Blend Them


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According to our poll, 36% of contact centres do not blend calls, emails and outbound calls, instead keeping the three channels separate.

Poll – “Do you blend calls, emails and outbound calls?” – answers 

They are kept separate – 36%
We do some blending but it is not widespread – 15%
We blend calls and emails – 24%
We blend inbound and outbound calls – 12%
We blend calls, emails and outbound calls – 24%

Source: Call Centre Helper webinar: 7 strategies to deal with Queues     Sample size – 140     Date: January 2013

Published On: 6th Aug 2013 - Last modified: 24th Apr 2017
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1 Comment
  1. I think people often have different views about what call blending actually is. True call blending is when advisors are presented randomly with either an inbound or an outbound call. When the technology was developed to enable this practice, it was short lived, as it drove advisor occupancy beyond what was acceptable. The more common approach to blending now is for advisors to be switched between inbound and outbound skill sets, but usually stay with the same status in a single shift. However, feedback from advisors
    is that they don’t like changing these often very different call types and would prefer to focus on one or the other.

    ann-marie stagg 8 Aug at 11:37 am
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