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Types of call centers

Types of call centers

In simple words, an inbound call center is one that receives incoming calls. Inbound call center services involve answering calls that they receive from customers rather than actively making any calls to customers. Inbound call center solutions are thus mostly focused on providing customer service in the form of tech support, product assistance, or order placement. They are the go-to team for answering queries related to tech support , billing queries product issues, or other customer problems. Interactive voice response (IVR) before reaching an agent. In fact, research finds out that customers spend almost 30% of their time interacting with an IVR system instead of an agent.

Inbound Call Centers

Call center agents handle queries from current and potential customers related to product or service queries, technical support, accounts management, scheduling, complaints or other issues.

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Outbound Call Centers

Call center agents make calls to current or potential customers on behalf of a business or client. The calls may be for telemarketing, sales, fundraising, scheduling, surveying or other purposes.

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