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Glossary

What is inbound call center?

An inbound call center is a call center that exclusively takes care of incoming calls made by customers. These calls by customers may be regarding product support information, inquiries or complaints. In this competitive business world, organizations cannot afford to overlook customer satisfaction; therefore, they are more focused at improving their customer support services. Inbound call centers act as the medium to provide these services. Usually, the services offered by an inbound call center are availed by organizations to manage the incoming calls from customers/clients and even potential customers and clients. These calls are handled by trained inbound call center agents, who are adept at providing such information and resolving queries. An organization may opt for in-house customer care service or may outsource this process to an expert in this domain.

A call center is a centralized workplace which is used by an organization for receiving or making calls to clients and customers. A call center may exclusively handle either incoming or outgoing calls or it may handle a blend of the two. Call centers that handle only inbound calls are called inbound call centers and those that handle outbound calls are called outbound call centers. There exists a third category of call centers, which is called blended call center. Blended call centers take care of both, inbound and outbound calls.

An inbound call center offers workspace for call center executives to handle calls. An agent is provided with a computer system and headset connected to a telecom switch to attend the client/customer calls. Usually, there are supervisors on floor to monitor the operations. The performance of an inbound call center agent is determined according to several metrics, like First Call Resolution (FCR), Average Handle Time (AHT) and time in queue. Nowadays, interaction with clients is not only limited to communicating over telephones; call center agents use e-mails and web-chat to interact with clients.

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