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.The rostrvm call centre application suite gives your agents the support they need to deliver top-quality service and provides the management tools to optimise efficiency.

How effective would blending emails and text messages be in YOUR call centre?

If you want a quick self-assessment then our new email blending calculator is available in the resources section of our web site. Just click here to access the planning tools.