What Does an Inbound Call Mean?

Inbound calls are initiated by customers or prospects rather than call center agents. Customers may call either by dialing a company’s number or initiating a call through the click-to-call button right from a company’s website. These calls are usually directed towards customer service departments and answered by inbound call center agents.

Does Inbound Mean Incoming?

In the call center context, inbound calling refers to incoming calls received by agents in inbound call centers. Unlike outbound calling, which is initiated by call center reps, inbound calls are made by customers or prospects, primarily for customer service and support.

How Many Calls Should an Inbound Call Center Agent Handle?

The number of calls an inbound call center rep can handle per day can significantly vary depending on the type of business, call center size, context, and call complexity. To ensure agents can manage more calls without compromising on the quality of customer experience provided, they need to be equipped with the right call center software solution and well-trained.

How to Effectively Handle Inbound Calls?

To effectively handle inbound calls, agents must be equipped with the right tools (inbound call center software featured with automatic call distribution, IVR, and CRM integration) and have access to proper knowledge and resources. They also should be trained in the most critical soft skills like effective communication, empathy, and problem-solving.

Mary Shulzhenko, Author at VoiceSpin

Inbound Call

Handling inbound calls from existing or potential customers is the primary function of inbound call ...

January 20, 2023

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