An inbound call center is an organization that primarily answers incoming calls from customers.
Inbound call centers commonly provide customer support or customer service. Inbound call centers may also take sales orders or serve as an internal help desk for businesses.
Services provided by inbound call centers:
- customer service: take inquiries, requests, complaints
- tech support for customers or internally for business
- take sales orders, order entry and processing
- schedule appointments, reservations, registration
Inbound call centers are often contracted out to an external organization. An external inbound call center can save money because the company that pays for the service usually pays by the minute or per call rather than for all the communications hardware and call center employees.
If an inbound call center is located out of the country of service, it is also an Offshore Call Center.
In contrast to an Outbound Call Center, an inbound call center largely receives calls while an outbound call center makes them. However, many call centers are technologically capable of both and offer both services.
April 7, 2023
Phone System 