It is Most Common to Keep Calls, Emails and Outbound Calls Separate 5,162 Filed under - Archived Content, Call Blending, Email Management, Polls 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 Published On: 6th Aug 2013 - Last modified: 24th Sep 2019 Read more about - Archived Content, Call Blending, Email Management, Polls 1 Comment I think people often have different views about what call blending actually is. True call blending is when advisors are presented randomly with either an inbound or an outbound call. When the technology was developed to enable this practice, it was short lived, as it drove advisor occupancy beyond what was acceptable. The more common approach to blending now is for advisors to be switched between inbound and outbound skill sets, but usually stay with the same status in a single shift. However, feedback from advisors is that they don’t like changing these often very different call types and would prefer to focus on one or the other. ann-marie stagg 8 Aug at 11:37 Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter