What is an Inbound Call Center?

One of the most pressing dilemmas after your organization gains recognition from the masses is getting a high volume of inbound calls. To ensure that your help desk initiatives can withstand the surge of various customer-related concerns, it is a must for you to employ a strong team of inbound call center agents.

What is an Inbound Call Center?

As its name suggests, an inbound call center is a variation of a call center that primarily caters to inbound interactions with customers. Your inbound call center agents are responsible for responding whenever a customer reaches out to your business via incoming phone calls, live chat messages, social media chats, or text messages.

Also, automation plays a huge part in providing an excellent inbound call center experience to modern customers. From technical assistance to customer service, after-sales support, and booking appointments, call center automation involves functions that streamline help desk processes.

Inbound Call Center Metrics

Your inbound help desk is the first line of defense when it comes to showing your customers how efficient and trustworthy your brand is. Because of this, it is important to make sure that your call center operators can handle each call well. Metrics can help you determine how well your inbound call center team is performing. Here are some criteria you may use as a guide to ensure that your inbound call center initiative is on track.

  • Average Wait Time (AWT) – Measures the average time a customer spends waiting on hold before getting connected to an agent.
  • Call Abandonment Rate – This refers to the average number of customers abandoning the call before they can even connect to a live agent.
  • Average Call Transfer (ACT) – Determines the average number of calls transferred to supervisory level or other departments.
  • Average Handle Time (AHT) – This metric refers to the average minutes an agent takes time to handle a full-length call.
  • Customer Satisfaction Score (CSAT) – This is the key metrics on how satisfied customers are during their interaction with the brand.

Inbound Call Center VS Outbound Call Center

What is the difference between an inbound and outbound call center, you ask? When does an inbound or outbound call occur? Let’s have a quick rundown of the specific distinctions between these two models.


An inbound call happens when a customer (or a potential customer) initiates the call through your business channels. Simply put, in an inbound call center, the customer calls the business.

Here are some call center services within its scope:

Technical Support – This is when an agent handles concerns about the product or service that they have purchased from your company, gives technical assistance where available, and refers them to an agent with the appropriate specialization to meet their needs when necessary.

Client Help Desk – Customers can express their problems, file complaints, and provide feedback to your company here.

Order & Payment Portals – Customers can reach out to the brands’ communication channels to settle payments, purchase transactions, and refunds.

Account Renewals – Agents, as the name suggests, are also able to handle the renewal of subscription-based products and services for their respective customers. Additionally, this enables them to submit a request to upgrade their accounts.


In contrast to inbound calls, which are received by the company, outbound calls are typically initiated by the company’s sales and marketing teams. To put it another way, the firm is the one that makes initial contact with customers.

Here are some ways that outbound calls prove essential:

Telemarketing – This is the process through which agents initiate cold-calling methods to prospective clients in order to introduce the brand’s products and services. This is a strategy that enables agents to generate more qualified leads.

Surveying – Typically, this entails performing market research using surveys to identify common client wants, expectations, and problem points. This gives the company a better perspective on how to approach clients.

Customer Notification – Agents can call customers to inform them of product changes, billing statements, new product launches, or account upgrade requests.

Contact List Update – Calls are simply initiated to verify whether their contact list has been updated or not.

Benefits of Inbound Call Center

No matter how big or small your business is, you need your own inbound help desk channels. Not only does it make things easier for your customers, but it also gives you a lot of ways to improve how your business works.

Better Customer Experience – This is quite self-evident. Giving your customers excellent help whenever they need it makes for a better customer experience.

Improved Retention – While outbound calls aim to increase leads and sales by cold calling, inbound calls allow you to bridge the gap between customers and your organization by providing a more personalized touch to the assistance they provide, hence increasing your retention rates.

Guaranteed Efficiency at Productivity – If you assign inbound call center services to experienced representatives, your sales and marketing teams will have more time to focus on more demanding responsibilities. This will aid in the streamlining of company work processes.

You Need This!

We couldn’t agree more!

An inbound call center solution is critical for enabling your company to provide exceptional customer service. As your business grows, the number of calls you receive will likely see noticeable fluctuations. An ideal choice for enhancing customer satisfaction and maintaining the long-term health of a firm is the implementation of a scalable inbound customer care system.

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