5. Multifunctional call center agent

What is the term for is a call center agent who manages both incoming and outgoing calls and applications as needed?

a) Multilingual agent
b) Need-based agent
c) Blended agent
d) Favorite agent

ANSWER: C

A blended agent, in a call center or contact center context, is an agent who manages both incoming and outgoing calls and applications as needed. Need is determined by contact center traffic levels. Similarly, a blended call center allows agents to both make and receive calls as demand and strategy dictate.

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