What is an inbound contact center?
An inbound contact center is a customer support setup where agents respond to incoming customer queries. The queries can originate from diverse communication channels like phone, social media, website live chat, chatbot, email, or phone.
An inbound contact center restricts its operations only to inbound queries. It is usually equipped with a cloud-based contact center software that agents use for receiving queries. Agents are assigned to individual customer queries based on their availability, specialized skills, or based on call flows and routing rules set up by the admin.
What distinguishes an inbound contact center from an outbound contact center is that an inbound contact center focuses exclusively on inbound queries. It doesn’t initiate outbound conversations unless it is a part of the query that the customer has already raised.