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Solving the Blended Challenge

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Abstract:

Improving agent talk time and driving to higher revenues is simple: Get the right record to the right agent
at the right time. However, the vast majority of call centers are unable to effectively control who receives
their most valuable calls.

This lack of control is rooted in legacy technology constraints that impede the path to productivity. In fact,
in today’s economy, with record low connect rates and heightened regulatory scrutiny, the ability to
control which agents receive the highest potential calls can make or break operating margins, competitive
ranking and compliance goals.

This paper details the hardware constraints that have blocked inbound/outbound call blending and the
common workarounds managers implement as ad hoc solutions. It further explores how call centers can
utilize hosted technology that matches true campaign blending with dynamic Skills-Based Routing via
web-based GUI configuration tools. The result is an environment where call center technology conforms
to the operator’s desired business process, not shaping processes around the fixed impediments of
limited-line premise-based dialers.


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