Ensure inbound service level when calling blended
Posted: Tue Jan 17, 2012 11:03 pmHi,
I would like to know what your experience is with inbound service levels while calling outbound in autodial mode and blended inbound. What is the best way to make sure the inbound service level is as high as possible?
I was thinking of these measures:
-Set the queue priority from the in-group hight then the queue priority from the outbound campaign.
-Allow agents to grab calls from the queue (so they can quickly end their outbound call and go on pause and grab it
Which other settings or working methods can be implemented to ensure a high inbound service rate is met while calling outbound? Please share your thoughts.
I would like to know what your experience is with inbound service levels while calling outbound in autodial mode and blended inbound. What is the best way to make sure the inbound service level is as high as possible?
I was thinking of these measures:
-Set the queue priority from the in-group hight then the queue priority from the outbound campaign.
-Allow agents to grab calls from the queue (so they can quickly end their outbound call and go on pause and grab it
Which other settings or working methods can be implemented to ensure a high inbound service rate is met while calling outbound? Please share your thoughts.
