Inbound Call Centers

There are two main types of call centers: inbound and outbound. Outbound call centers are typically used for telemarketing or fund raising purposes: agents call individuals from a database or lead list to try to sell goods and services, or solicit donations. Inbound call centers are just the opposite: potential or current customers are calling the company themselves.

In a way, inbound call centers have it much easier than the outbound variety--they receive a steady stream of customers who are approaching them, rather than cold-calling leads. People who call in have either decided to purchase something--for example, an item from a catalogue; or they can be current clients who need help--i.e., someone whose computer is on the fritz and needs to speak with a technician.

But inbound call centers have their unique problems as well. A heavy stream of calls can create a bottleneck, with customers having to wait on hold for long periods of time. This can be discouraging for a lot of people. If it’s someone who wants to make a purchase, they could hang up and call someone else. Even worse, if it’s a current customer who needs fast service, they could decide not to purchase items from that company in the future.

Inbound Call Centers: Customer Service Counts

Many cutting-edge inbound call centers are taking advantage of the latest call center technology. Rather then letting calls pile up on multiple extensions, today’s software systems can organize them into a single queue. Agents can then prioritize and address calls in a timely manner. If your inbound call center is actually a positive experience for your clients, your next problem could be a flood of new customers.