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inbound call center

definition -

An inbound call center is one that exclusively or predominately handles inbound calls (calls initiated by the customer) rather than outbound calls. A call center may handle either only inbound or outbound calls or might deal with a combination of the two.

last updated23 Jul 2007

Read more about inbound call center:

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Learn more about building an inbound call center with this tip from call center expert Lori Bocklund.
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Learn more about preparing an SLA in this guide for call center managers.
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Find out about setting parameters for first call resolution (FCR) in an inbound call center.

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Terms from Whatis.com − the technology online dictionary
  • outbound call  (searchCRM.com)
    • An outbound call is one initiated from a call center agent to a customer on behalf of the call center or a client... (Continued)
  • virtual agent  (searchCRM.com)
  • outbound call center  (searchCRM.com)
    • An outbound call center is one in which call center agents make outbound calls to customers on behalf of a business or client... (Continued)