Archive for February, 2010

Blended call centre calculator

Friday, February 12th, 2010

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.

Click here to access Rostrvm Solutions’ email blending calculator.

Communications Consumer Panel supports higher fines

Tuesday, February 2nd, 2010

Following the closing date of the Department for Business and Skills’ consultation on predictive dialler silent calls the Communications Consumer Panel came out in support of higher fines of up to £2 million for dialler misuse.

You can read more in the London Evening Standard together with comment from campaigner David Hickson and directly at the Communications Consumer Panel web site.