Call Blending SpitFire® Predictive.
Definition of a blended campaign:
Blended simply means a mix of inbound and outbound calls in a given telemarketing campaign.
SpitFire® Predictive Supports call blending
SpitFire® Predictive dialer “SPD” supports call blending on both analog and digital circuits.
In order to make call blending really work, analog or digital telecommunication lines must be configured in such a way that when a customer dials a single number (e.g. a 1-800 number) it should send a ring on one of the lines in the dialer system which is idle, the search for idle lines is generally top to bottom or vice versa.
 
If no idle lines are available the customer will hear a busy tone.
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In order to avoid busy tones the call center managers must have an idea about the amount of inbound traffic they generally expect and add sufficient inbound lines.
SPD allows the campaign managers to allocate certain lines for purely taking inbound calls.
Once the campaign detects an inbound call SPD will try to transfer the call to an idle agent. If no agent is available then the customer could be put on hold. If SPD is not able to find an agent in a given time frame Managers can also configure the campaign to allow the customer to leave a message in a general voice mail box. These voice messages once recorded can instantly be email to the call center managers.
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Let's see how SpitFire® Predictive gets Call Blending Done:
Blended Script in SpitfireIV:
In order to enable a blended campaign in the predictive dialer, a new script template has been developed:
Below you will find a brief explanation of each card in the script and each one behaves for an inbound call or an outbound call.
Dial/ Answer:
This card informs Spitfire’s voice logic what actions to take when SpitFire® dials an outbound number or receives an inbound call. The Dial Rings parameter is used in an outbound scenario and tell Spitfire’s voice logic how many rings to wait until the call is categorized as a No Answer.
The Answer rings parameter indicates how many rings the voice logic should wait before picking up an incoming call. The Answering Machine Message parameter allows SpitFire® voice logic to specify a message file in case an answering machine is detected for an outbound call.
Statement:
Once a channel or phone line becomes active by an outbound or an inbound call, the voice logic has a option of playing a message on that channel. That message is specified in the statement card.
Hold:
This is a new card designed specially for blended campaigns. It is useful in the case of an incoming call in the campaign. If no agent is available in the system to handle that call, there would be a hold message played to the customer which would be specified by the hold message parameter.
The campaign manager can set the number of times this message can be played in a loop. Also they have the ability to re-direct the call to the recording card in the script in case of agent un-availability. If an agent becomes available before the message finishes all the loops, the customer is routed to the agent and the voice logic moves to the Transfer card.
Transfer:
Once a given voice channel or line reaches this card in the script templates, the customer on the inbound or outbound call is able to talk with the agent logged in the dialer.
The agent script specifies the agent side script which they can use while talking to the customer. The hold message points to a message file which the agents can use when they put customers on hold for handling secondary tasks.
Record:
This card allows the campaign managers to setup a general voice mail box, in case a customer fails to connect to the agents in the system.
The record editing section allows the customers to listen to their recordings and edit them before hanging up the call.
Hangup:
This is usually the final card for Spitfire’s voice logic before it moves to handle the next call for a given voice channel or line. In case the call center manager would like to leave a message to the customer before hanging up the call, they will be specifying that message here.
See Also:
Skills based routing
Private callback
Callback manager
Text-to-speech
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