An inbound call center is a customer service function whose primary responsibility is to handle incoming customer phone calls. By contrast, outbound call centers make calls to customers and contact centers handle customer contacts from multiple channels, not just phone calls. Customers call inbound call centers for any number of reasons – to place an order, voice a complaint, ask a question, cancel a flight reservation – and it is the call center’s responsibility to answer the calls quickly and provide customers with a professional and competent experience.

The ability to deliver a high quality customer experience depends mostly on the quality of agents in the inbound call center. For customers, the agent is the voice of the business. In fact, agents might be the only people that customers ever interact with from a company, making the agent and their work environment a key concern for any company. It’s not enough to hire well and train thoroughly. Inbound call centers also need to ensure agents are competently supervised, surrounded by high performing teammates, work in a well- maintained facility, have a schedule that works for them, and are provided with the tools that engage and motivate them and enable them to provide the service experience customers expect.