Contact centre & back office planning
In the often-complex contact centre and ‘back office’ environments getting the basics right is essential. Our planning tools provide you with free guidance.
Our consultants are frequently asked a number of questions. How many calls can I make with a predictive dialler? How many agents do I need to contact a given number of customers per week? I have 40 agents, how many contacts can I make per day? and many similar variations and combinations. Our online predictive dialler calculator delivers the base calculations to answer all of these questions. Based upon your current or expected OutBound call handling profile the system calculates how many calls your agents can make per hour using a preview dialler, a progressive dialler or a predictive dialler. The calculator also computes the number of contacts an agent is forecast to make per hour.
> Logged in users can access our outbound contact planning tools here
Contact blending in the call centre increases operational effectiveness allowing call centre agents to handle more contacts in any given period. But what do we mean by ‘blending’?
Call centre blending commonly means combining inbound and outbound telephone call activity – typically using ‘spare’ staff capacity to make outbound calls during periods of low inbound call demand. However blending is not just about combining inbound and outbound telephone calls – blending can also be used for combining telephone calls and other contact demands such as emails.
> Logged in users can access our blended contact planning tools here