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Glossary

What is inbound call?

As the name suggest, an inbound call is the incoming call that is made by a customer/employee to a call center or contact center. A customer can make a call to seek information, get his complaint register or get his query resolved. These in-comings calls by customers may be regarding product information, support information, inquiries or complaints. Usually, customer care executives or help desk executives working in an organization or a call center attend inbound calls.

Nowadays, when organizations are striving for customer loyalty and retention, they cannot afford to let the calls of their customers unanswered. Organizations have the option to build an in-house customer care service centers, but it is a costly affair. To cut down the cost and improve the customer services, more and more companies are hiring the expert services of call centers to take care of their customer support. Most of the times, inbound call centers specify service objectives that the center will work toward in a Service Level Agreement (SLA). There are call centers that exclusively handle inbound calls; such call centers are called inbound call centers. These call centers have trained customer service agents, who skillfully handle the calls and resolve queries of customers. An agent who exclusively handles inbound calls are called inbound call center agent. Nowadays, inbound call center agents interact with customers not only over telephones, but they also use e-mail and web chat as other mediums to communicate.

The performance of inbound agents is measured through several metrics. Some of these performance metrics are:

·       First Call Resolution (FCR)

·       Average Handle Time (AHT)

·       Time in Queue

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