How does call blending work in the context of outbound campaigns?

Call blending is a feature used in outbound campaigns that maximizes the efficiency of agent productivity by enabling them to handle both inbound and outbound calls simultaneously. This approach allows agents to seamlessly transition between receiving incoming calls from customers and making outbound calls to leads without being tied to just one type of call.

This capability enhances the utilization of agents' time and improves service levels by ensuring that agents are actively engaged with callers, regardless of whether they are inbound or outbound. During quiet times in the outbound campaign, agents can take inbound calls, thus maintaining a constant flow of customer interaction and reducing idle time.

The other options suggest features that do not align with the concept of call blending. For example, restricting agents to one type of call at a time or enabling automatic disconnection does not contribute to the flexibility and productivity that blending is designed to promote. Customization of call scripts is a separate feature related to call management and scripting, rather than blending call types.