We have a small division of our company that has acquired a very large outbound portfolio. Our challenge is trying to stay on top of that portfolio while still taking inbound calls and not negatively impacting service levels. A couple of possible solutions we have looked at are:
1) Adding/removing agents from inbound queues during outbound focused hours
2) Adding/removing agent skills associated to inbound queues during outbound focused hours
3) Setting inbound operating hours during outbound focused hours
4) WorkForce Management redistributing agents from our other division to assist
5) Hiring more agents
I wanted to reach out to the community to see if there are any other solutions I may be overlooking that wouldn't either be so manual or impact inbound service levels.
Thank you
#Ask Me Anything (AMA)
#Outbound#Routing(ACD/IVR)------------------------------
Eric Allen
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