What Is Call Blending?

For many organizations and businesses which rely on audio communication, call blending is an efficient method to achieve their goals. The following describes the basics of call blending and shows how this technology is useful to organizations and businesses.

In general, call blending provides the facility to make outbound calls while receiving inbound calls. But in the older systems, a code was required to be entered by the user for activation so that he/she could perform one of the functions. But in these systems it was not possible to do both the operations at the same time. After an outbound call was made from the telephone, the user had to log out from the function and needed to enter another different code to indicate that inbound calls could be received by the station.

It was a common occurrence that the user forgot to log back in and this led to underutilization of the process. As the system looked for an open station which could receive a call, a queue of callers began to pile up. And this waiting for a call was considered non-beneficial for the organization.

But with the advent of call blending it is possible to maximize the time which each work station devotes to handle both outbound and inbound calls because the process is entirely automatic. A tone is sent to attendant’s headset when the station becomes free after finishing the phone call. Hunt group is the concept used behind the software of call blending as it considers the number of stations that are open to receive calls and the last inbound call has been received by how many of them. Due to this reason, the calls are distributed among the stations present in the hunt group. The burden of the calls is not on a single employee as it is distributed among all of them.

In order to keep their employees productive, call blending is used by all types of call centers. For example, call blending is used by audio conference call centers so that customers reach the attendant quickly and can book a reservation for the conference as fast as possible. In case of charities, if a customer wants to hear more about the charitable organizations that rely on bulk dial-out mediums, the live calls are routed to the attendant in that case. Call blending is also used by phone companies so that customers who want to ask about new services or want to change their current service are routed to the qualified person and also to the corresponding department that deals with their concerns. So, call blending is considered an efficient medium to take care of the existing customers and is helpful for the person who wants information about an organization.

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