An inbound call center is one that exclusively or predominately handles inbound calls rather than outbound calls. Generally, these calls are coming in from outside, most often through toll free numbers and are primarily service and support calls. Designed to improve both customer service and relationship management, inbound call centers are an effective means for accommodating growth while satisfying customers.

When a business reaches the point where they can no longer handle all of their customer requests, it is likely that the inbound call center services are used. An inbound call center service is often made up of a group of individuals who answers phone calls that come into their workstation.

Inbound call center services deals with calls made by the consumer to obtain information, report a problem or request for assistance. For inbound services, the subscriber typically provides a toll-free number, with an 800 or 888 prefix so that the caller doesn’t incur a toll charge. These types of services are important to most major businesses like utility companies, information and technology firms, govt. agencies, cable and satellite television providers etc., but require a great deal of maintenance and cost for the business. Therefore, outsourcing these tasks to call centers is a good business approach.

Below are the few inbound call center services-

1. Customer services- These includes activities and services that enhance your customer’s level of satisfaction.

2. Order taking-While maximizing the resources, this service allow the customers to call a number to speak to a live person and ask questions.

3. Lead generation-This involves gathering data on prospective consumer interest in your products or services. This data can then applied by the company to improve the sales.

4. Help desk services-An information and assistance service that answer common queries about the product or services.

5. Tech support-These includes services for your customers in solving specific technical problems associated with a particular product.

6. Appointment setting- This service is very much effective for mortgage brokers, financial planners, contractors and service oriented businesses.

7. Market research-This service is very much essential for creating business plans, launching new products and services, expanding the existing business to new markets etc.

Inbound call centers offer customized-services that are designed to meet the requirements of all kinds of businesses. They integrate customer care services, predict customer behavior and take action immediately while the customers are still on line. Using advanced telephone service technology and programming, the call centers lay great emphasis on attention to detail in messaging and reporting of all inbound calls.

Focused increasingly on comprehensive customer service, inbound call centers are turning more and more into generalized contact centers, answering inquires made not only by phone, but also by e-mail, instant message and web chat.