Blending

Author: CCa2z

Date: 17th September 2009

A term used to define the use of agent groups involved in both inbound and outbound calling.

Outbound calling is generally done during call troughs.  Most call centres do the outbound manually, which is time consuming.

The more sophisticated systems direct both inbound and outbound calling.  Appropriate pacing algorithms kick-in during troughs and have an understanding of current response times.  This is blending in the true sense, completley automated - providing agents with either an inbound or outbound call.

In a wider sense, blending also occurs where back-office work is completed during troughs.


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