Call centers that apply call blending obtain high-productivity and high-service levels by dynamically mixing inbound and outbound traffic. We show that agents should be assigned to outbound calls if the number of available agents exceeds a certain threshold. This control policy is optimal for equal service time distributions and a very good approximation otherwise.
['Sandjai Bhulai', 'Ger Koole']
A queueing model for call blending in call centers