What is a Blended Agent?
A blended agent is a call center employee trained and equipped to handle both inbound and outbound calls. This dual-function role allows contact centers to optimize staffing, improve efficiency, and respond more dynamically to fluctuating call volumes.
How Blended Agents Work
Blended agents use contact center software that allows them to seamlessly switch between answering incoming calls and placing outbound calls. These roles are often supported by intelligent call distribution (ACD) systems, auto dialers, and workforce management tools.
Benefits of Using Blended Agents
– Maximizes agent productivity by filling idle time with outbound work
– Reduces the need for separate inbound/outbound teams
– Improves response times and customer service levels
– Enables better resource utilization during peak or slow periods
– Offers agents greater variety and engagement in their roles
Types of Work Blended Agents Handle
Inbound Support
Responding to customer inquiries, handling service requests, and resolving issues.
Outbound Campaigns
Making calls for follow-ups, renewals, surveys, promotions, or collections.
Multichannel Support
In some centers, blended agents also manage chat, email, or SMS interactions.
Challenges of Blended Agent Models
– Requires more advanced training and multitasking abilities
– Can increase stress or burnout without proper workforce planning
– Technology must support real-time switching and prioritization
Best Practices for Managing Blended Agents
– Use smart call routing and workforce optimization software
– Monitor agent workload and provide coaching
– Clearly define priority rules between inbound and outbound queues
– Rotate tasks to prevent fatigue and maintain engagement
Related Topics for Further Reading
– ACD (Automatic Call Distributor)
– Auto Dialer
– Workforce Management (WFM)
– Schedule Adherence
– Call Routing
