What is an Inbound Call Center?
What is an inbound call center? Whatis.com’s definition—“one that exclusively or predominately handles inbound calls (calls initiated by the customer) rather than outbound calls”—is, while accurate, only the tip of the iceberg. Call centers have broadened their services through modern software innovations. The words “inbound call center” no longer convey what an inbound call center is capable of.
A better question may be: What isn’t an inbound call center? Let’s break it down word by word.
Inbound. An inbound call center is not limited to inbound calls. Incoming calls are the primary focus, but inbound call centers can place outbound calls as well. Remote business associates can dial out to individuals to relay messages. They can set timed alerts reminding them to continue dialing out until an urgent message is successfully relayed. They can route calls to other phone numbers. They can even respond to call requests placed by potential customers.
Call. Call centers are not limited to calls. Answering service employees can answer chats initiated through chat boxes displayed on company websites. Call centers can also send messages in text or email form.
Center. Call centers are no longer limited to office buildings. The “centers” of many modern call centers are no longer physical, but virtual. Remote operators can work from home, or other off-site locations, thanks to online data servers. The use of cloud technology also lets call centers share software and information with clients. Being able to access databases from remote locations both streamlines and expands the services offered by call centers.
The term “inbound call center” is no longer enough to express everything an inbound call center can do. But it certainly has a much better ring than “inbound (but sometimes outbound) call (or chat) dispersed entity.”
