A blended call center is a contact center that manages both inbound and outbound communications within the same operation. In a blended environment, agents are trained and equipped to handle incoming customer service or support calls (inbound) as well as proactive outreach such as sales calls, follow-ups, or surveys (outbound). This setup allows for greater efficiency, as it enables resource optimization by routing calls based on demand and agent availability. Blended call centers often use automatic call distribution (ACD) and predictive dialing systems to manage workflows and maintain productivity. This model supports a more flexible workforce and can improve customer satisfaction and business outcomes by ensuring responsiveness and continuous engagement.