What is An Inbound Call?
An incoming call, also known as an inbound call, is a phone call that comes from an outside source and is received or answered by the contact center. These calls are often from customers or other stakeholders that are seeking support. Many contact centers focus on incoming calls, which means their agents receive calls from customers rather than place calls. Some contact centers handle outbound calls, such as sales agents making cold calls, or are segregated into teams that handle inbound or outbound calls.
Common Types of Incoming Calls
Contact centers often receive incoming calls related to:
Customer service requests
Returns processing
Account assistance
Technical support
Payment processing
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