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inbound call
definition -
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.
last updated23 Jul 2007
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