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It is Most Common to Keep Calls, Emails and Outbound Calls Separate

A graph depicting the levels of call blending in a contact centre

Published On: 6th Aug 2013 10:07 - Modified: 12th Aug 2025

According to our poll, 36% of contact centres do not blend calls, emails and outbound calls, instead keeping the three channels separate.

Poll – “Do you blend calls, emails and outbound calls?” – answers

They are kept separate – 36%
We do some blending but it is not widespread – 15%
We blend calls and emails – 24%
We blend inbound and outbound calls – 12%
We blend calls, emails and outbound calls – 24%

Source: Call Centre Helper webinar: 7 strategies to deal with Queues Sample size – 140 Date: January 2013

Author
Jo Robinson

Jo Robinson is the Operations Manager at Call Centre Helper and has worked here since 2007. Jo quality checks a large number of the articles, and is also responsible for caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

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It is Most Common to Keep Calls, Emails and Outbound Calls Separate

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