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inbound call center

Definition

inbound call center

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.

Related glossary terms: outbound call, virtual agent (intelligent virtual agent, virtual rep or v-rep), outbound call center, Erlang C, off-peak, inbound call, Erlang B, call center agent, speech recognition, voice logger

This was last updated in July 2007

Posted by: Margaret Rouse

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