The ability for a team to take either inbound or outbound calls. Outbound calls are usually used to keep agents occupied when no incoming calls are available.
Many call centres separate their agents into either incoming or outgoing transactions. There are major productivity benefits in being able to share agents amongst both activities in order to combine troughs in incoming calls with outbound call activity. A call blender is an application that is able to blend incoming and outgoing calls in order to maximise the talk time of agents.
Combining traditionally separate inbound and outbound agent groups into one group of agents responsible for handling both inbound and outbound contacts. A system that is capable of call blending automatically puts agents who are making outbound calls into the inbound mode and vice versa, as necessitated by the incoming call load.