Call centers provide phone-based services to clients or customers either in the private or public sector. Call centers have become an important communication channel to acquire new customers as well as to support existing ones. During the past few years, the number of call centers and the number of employees or agents has been growing rapidly demonstrating the increasing importance of call centers.
The direction in which the contact between the customer and the agent is distinguished through inbound and outbound call centers. In inbound call centers, the agents receive calls from outside customers, and therefore these call centers are driven by random customer call arrivals. In order to achieve customer satisfaction, short expected waiting times are important. The performance can also be measured by waiting times, availability of service, or customer abandonment.
How Inbound Call Centers Work
Inbound call centers are there to receive calls from existing or potential clients. Normally, the quality of communication in these kinds of call centers, is perhaps more important than that of outbound call centers, wherein the agents initiate contact with potential...
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