Blended Inbound Outbound Solutions

Key Features

• During slow inbound periods, blended representatives work outbound campaigns and as a result are always working and productive.
• When inbound peaks drive up hold time, the blended CSR can move to inbound contact management projects thereby driving call center hold times down to acceptable levels.
• When inbound call peaks subside, the blended CSR returns to outbound duty maintaining the productivity that your call center requires.
• Trunks can be assigned as strictly inbound or outbound or mixed. 
• Agents or representatives can be designated as inbound, outbound or blended.  Blended call center agents receive both types of calls.
• These agents can easily identify which type of call they are receiving because of alert tones and a different script screen will appear at the onset of the call. 

Achievable Benefits

• Maintain customer service levels without adding CSR staff .
• Noble-Amcat solutions provide flexibility for call center staffing and planning.
• Achieves CSR productivity even during slow inbound periods by automatically switching blended CSRs to call center outbound duty.