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2 Call Types that Take Place in a Contact Center


Call Center Essentials

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Unit Summary

The two main types of calls or interactions that take place in a contact center:
  • Inbound Calls
  • Outbound Calls

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Contact centers have two main types of calls or interactions that take place in them:
  • Inbound calls: which are calls that come in to the center by clients that have a problem or want to ask a question. These calls should be serviced as quickly and effectively as possible. Since they are originated by the client, they can provide a great opportunity to delight them with exceptional service.
  • Outbound calls: which are calls that are originated by the contact center staff either for sales, collections of money owed, customer service surveys or as a followup to an inbound call request. Doing outbound calls can be very tricky since the call can take place at a random time that might not be convenient to the client.
A lot of thought needs to go into the efficient handling of the calls, so that organizations ensure that customers get the best possible experience.