Definition

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.

This was last updated in July 2007

Dig Deeper on Call center VoIP software

PRO+

Content

Find more PRO+ content and other member only offers, here.

Start the conversation

Send me notifications when other members comment.

By submitting you agree to receive email from TechTarget and its partners. If you reside outside of the United States, you consent to having your personal data transferred to and processed in the United States. Privacy

Please create a username to comment.

-ADS BY GOOGLE

File Extensions and File Formats

Powered by:

SearchBusinessAnalytics

SearchDataManagement

SearchSAP

SearchOracle

SearchAWS

SearchContentManagement

SearchSalesforce

Close