Seamlessly blending agents across inbound & outbound calls
For contact centres that perform both inbound and outbound activity, the challenge is how to blend both campaigns and call queues to maximise productivity while ensuring the best possible experience is delivered to customers.
With expertise in both inbound and outbound, Noetica not only helps contact centres to blend call traffic, but to optimise the assignment of agents, ensuring that every customer contact is handled by the best possible agent with the skills and tools to create better experiences and outcomes.
Defining, prioritising and managing call types
To efficiently and effectively blend calls, it is vital that you are able to combine both inbound call queues and outbound campaigns to reflect the granular nuances of your business.
We enable you to do just that, identifying the time sensitivity of each call, the priority in terms of impact for your business and the skills and competencies required for each type of interaction. This ensures that you maximise agent productivity while delivering the best possible service to your customers and your organisation.
Real-time agent blending
Contact centers are highly dynamic environments. Whereas you can statistically predict call volumes across days of week and time of day, unexpected peaks and troughs do occur in demand, and call blending needs to be agile.
Our Call Blending solution monitors contact centre activity in real time to determine whether there are too many or too few agents reserved for inbound calls and an instant adjustment is made to constantly maintain the optimum blend across activities.
Blending the right agents with the right tools
Call blending is not just about switching people from inbound to outbound activity and back. It is about precision deployment of the right skills and capabilities to each activity in that moment in time.
By combining Noetica’s call blending with our Skills & Ability Based Routing Engine (SABRE) we go much further than simply blending people, we ensure that the right agents are allocated to the right activity at the right time. Our Synthesys Agent Desktop & Scripting also empowers these agents with the right tools when blending across activity and appropriately guides them through each type of interaction.
The benefits of Noetica-powered proactive call blending
Maximising agent productivity
By reducing idle time for agents and ensuring you maximise the time they spend talking to customers.
Driving contact centre efficiency
By ensuring you make full use of the resources you have to reactively and proactively interact with your customers.
Improved
results
By ensuring that the best possible agent is connected to each customer, creating better experiences and better outcomes.
You can also leverage Noetica for:
Proactive Customer Service
Redefining the customer experience with proactive service delivered via intelligent outbound engagement.
Proactive selling
By segmenting your ideal customer profiles, highly targeting your outbound activity, and ensuring timely engagement.
Proactive customer retention
Identifying customers approaching renewals or with indicators of potential churn to proactively contact and retain.
Logistics Management
Enabling highly efficient proactive confirmation of delivery timeslots or service appointments.
Debt Management
Proactively calling customers to discuss outstanding balances and assist them in meeting payments.
Let’s Talk
If you are looking to introduce call blending or want to improve the way you blend agents across inbound and outbound activity, then simply reach out to the team and we will be more than happy to discuss how we can help.
