inbound call

An inbound call is one that a customer initiates to a call center or contact center. A help desk handles inbound calls as well, although calls may be made from employees rather than customers. A call center may handle either inbound or outbound calls exclusively or might deal with a combination of the two.

Inbound call center agent performance is measured according to several metrics, including first call resolution (FCR), average handle time (AHT) and time in queue. Inbound call centers sometimes stipulate service goals the center will work toward in a service-level agreement (SLA).

Today's inbound call center agents often communicate with customers through email and chat as well as telephone calls.