“InsideSales.com is exactly what we were looking for... allowing us to dramatically increase the number of leads a single representative can effectively manage.”

Mark Pardy
Market Analyst
Dun & Bradstreet
Canada

Dun & Bradstreet
Inbound / Outbound Call Blending
More Productivity During Down Time
Inbound Outbound Call Blending Inbound / Outbound Call Blending
Move your agents’ down time to nearly zero by combining the functionality of the InsideSales™ inbound and outbound dialing systems. Dialer agents no longer have to be segregated by call type; call blending lets your agents act in both roles simultaneously without the fear of losing vital inbound calls. 		Free Trial Button
How Does it Work?
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Agents log in to an inbound call receiver and mark themselves as being available to take calls on the appropriate call routes.

While waiting for inbound call traffic, they are then free to join an outbound calling initiative on the InsideSales.com™ Power Dialer, and the call receiver automatically updates the agents’ availability as they connect and disconnect from outbound calls. If an inbound call comes through, the second an outbound agent disconnects, the system sees the available agent and routes the call to them, sending a CTI screen pop of the incoming call.


Benefits:

  1. More Productivity During 'Down' Time– By having the same representative take inbound calls and go outbound when the inbound call slow down there are significant increases in net calls taken/made per hour per rep.

  2. Cost / Payroll Reduction – Since the InsideSales.com™ dialer automatically tracks agent availability, inbound calls will never be lost, even if agents are on a full-scale outbound calling campaign. This can be an enormous cost benefit for companies who need to maximize their payroll dollars, since managers can confidently assign agents to both inbound and outbound roles without a reduction in service levels.

  3. Total System Management – All call histories, logs, call times, talk times, and agent productivity metrics are managed through a single, central system, giving mangers vital insight into the effectiveness of each agent and dialing initiative.

  4. Higher Service Levels – Set a service standard for all inbound calls and track the response times using the integrated system reporting. See how long it is taking to get to calls, how long each call stays on hold, and how many calls fail over.

  5. Inbound Call Prioritization in Outbound Dialer Initiative – If you want the inbound caller that rings to be taking by the next available representative you can prioritize the inbound call to go to the top of the Dialer Initiative and as soon as the rep gets off the phone the phone rings with the inbound caller.