An inbound call center handles calls that customers start: support requests, orders, bookings, claims or simple questions. The work is reactive, so the central problem is staffing: matching the number of agents to a call volume that shifts by hour, day and season.
What it runs on:
- Numbers and routing: the numbers customers dial, an IVR menu that identifies the reason for the call, and call queues that hand calls to agents through an ACD.
- Agents and tools: a softphone with the customer record on screen, scripts, and a call disposition at the end of each call.
- Supervision: live views of queues and agents, with the option to listen in on calls or join them.
The usual metrics are service level, average speed of answer, abandon rate, average handle time and first call resolution.
Many inbound teams also place calls, such as callbacks and follow-ups. When the same agents handle both directions, the operation is a blended contact center. OVOKY brings call queues, the IVR, live supervision and the agent workspace into one platform.