Method for telephony call blending

A call center adapted for automatically accomplishing outbound calls, comprising:

• a telephony switch connected to a trunk and to a plurality of telephones at agent stations;
• and
• an automated telephony dialing system having a list of telephone numbers to be dialed, a dialing rate controller, and sensors adapted for monitoring activity of the call center, including call volume, call characteristics, and agent availability;
• wherein the dialing rate controller determines and sets dialing rate for the dialing system based on at least a maximum allowed overdial probability, and the determination and setting of dialing rate is a repeatable and repeated function of the dialing system.

In a call center operation including an automated call dialer, a method for setting the dialing rate comprising steps of:

• (a) expressing overdial probability, wherein overdial is a condition when the automated call dialer contacts a customer and no agent is available to take the call, as a probability function of number of agents and total traffic volume;
• (b) setting the probability function from step (a) equal to a maximum allowable overdial probability;
• and
• (c) solving the resulting equation in step (b) for maximum total traffic volume producing the maximum overdial probability;
• and
• (d) determining and setting a new dialing rate by dividing the difference between the calculated maximum traffic volume and known inbound traffic volume by the product of average call length and hit rate, where hit rate is the percentage of connected calls to total dialed outbound calls, and the determination and setting of dialing rate is a repeatable and repeated function of the dialing system, recalculation occurring more often than once per second.