What are the three types of call centers?

What are the three types of call centers?

The first type of call center is an inbound call center. This type of call center handles customer calls that come in, such as customer service or tech support calls. The second type of call center is an outbound call center. This type of call center makes calls to customers, such as sales calls or appointment scheduling calls. The third type of call center is a blended call center, which is a combination of the inbound and outbound call center types.

What types of customers do call centers handle?

Each type of call center has its own set of challenges and rewards. Many call centers will normally handle calls for service or product related issues. Others will perform sales-related / lead generation type of calls. So on any day they could be handling customers on a spectrum, of unhappy, angry or happy.

What types of call center agents are available?

There are three types of call center agents available: inbound, outbound, and blended. Inbound call center agents handle incoming calls from customers. Outbound call center agents make outgoing calls to customers. Blended call center agents do both inbound and outbound calls.

What is an automated call center?

An automated call center is a call center in which telephone calls are automatically answered by a recorded message, and callers are typically given the option to speak to a live person if they wish. This type of call center is often used by businesses that receive a large volume of calls, such as customer service lines.

Answering service companies provide businesses with live representatives that can answer incoming calls from customers. Many call centers have the ability to route calls to specific departments within the business, so each call is answered in the right manner. Some call centers specialize in answering technical issues for customers, while others handle general questions or concerns.

In conclusion, Inbound Call Centers: Inbound calls are where the call center’s customer contacts the call center at or after the time when the call center is required. Inbound calls are sometimes referred to as sales calls. Outbound Call Centers: Outbound call centers receive inbound calls and route them to the appropriate offices or departments within the company. Outbound calls are sometimes referred to as customer service calls. A call center can also do both. Outbound calling is when the call center agents call a client to inform him/her of updates or to answer support queries.

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Adella Pasos

Adella Pasos


Hi! My name is Adella. I’m a business coach and consultant who helps companies grow. Subscribe to my blog for topics on business, strategy, marketing & sales.