Describes the practice of using a group of call center agents to handle incoming calls when required and to make outgoing calls during periods of slow incoming call-traffic. This is a great concept on paper. It allows call centers to keep enough agents on to handle the heavy inbound traffic times without also paying them to do nothing during periods of slow inbound traffic.

Like most things though, call blending is a lot more difficult in practice. Inbound support agents who's outbound duties will essentially be to follow up on support issues have the best chance of succeeding in a blended environment.

Expecting inbound agents to excel at outbound telemarketing may prove much more difficult. It only takes a little thought to understand why this is. About the only thing outbound telemarketing and inbound sales/support tasks have in common is that both are done with a telephone.