Maximise Call Blending automatically swings agents from outbound to inbound call handling based upon real-time monitoring of the inbound call rates, queue times, service levels and other core factors that affect service delivery.
Should the inbound call rate exceed the specified service level and provided this data has been entered into the Maximise software, Maximise will automatically implement the necessary changes required to calm the change and comply with the business service level by moving agents gracefully from on activity to another.
Call blending is not a failsafe solution, it continuously operates as a silent partner within the call centre and implements change by accurately predicting whether Advisors will need to be inbound or outbound to meet the targets.
Magnetic North Blending allows you to specify BOTH dedicated inbound
and outbound staff, as well as blending agents so that you can make the
most of each individual's skills and capabilities as not everyone is
suited to both types of call handling.