In a Call Center , agents must manage both incoming italy whatsapp data and outgoing calls. In fact, during a work day, there are time slots where it is normal to answer calls; while in other times they hardly come in and operators can take advantage of this to take the initiative and contact their users or clients.
Well, the productivity of the Call Center depends largely on the correct management of these two 'modalities' of telephone marketing . Alternating 'inbound' and 'outbound' without rhyme or reason does not seem to be the best option for workers to perform at their best; so this is another aspect where technology can help make a difference .
We are talking about Call Blending , a great solution to simplify this whole process and to get the situation right at all times: answering an incoming call or making an outgoing call. We are talking about this today in our new ActionsCALL article… will you join us?
ven its characteristics, this is a task that can be adequately handled by specialized software . Its full integration into the Call Center activity will allow for full control of the calls made and received, as well as the metrics generated by the telemarketing activity. In this way, operators will be able to automatically forward incoming calls when they perceive less traffic in customer service requests, so they can be available to develop outgoing campaigns .
The idea is for the company to have a way to dynamically adjust and balance the workload of its telemarketing agents, thus managing to prioritize the ideal modality at all times. This will translate into greater capacity to handle peak call times , as well as to make calls during off-peak hours when users or clients call less.
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