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What is inbound call center?

An inbound call center is a call center that exclusively takes care of incoming calls made by customers. These calls by customers may be regarding product support information, inquiries, or complaints. In this competitive business world, organizations cannot afford to overlook customer satisfaction; therefore, they are more focused on improving their customer support services. Inbound call centers act as the medium to provide these services. Usually, the call center services offered by an inbound call center outsourcing companies are availed by organizations to manage the incoming calls from customers/clients and even potential customers and clients. These calls are handled by trained inbound call center agents, who are adept at providing such information and resolving queries. An organization may opt for in-house customer care service or may outsource this process to an expert in this domain.

Inbound call centers take care of the queries and concerns submitted by the customers. Usually, support teams monitor the calls received by the inbound call centres since the calls are from the existing customers. Here, the focus is on providing value to the existing customers by resolving their after-sales issues and subsequent complaints.

A call center is a centralized workplace that is used by an organization for receiving or making calls to clients and customers. A call center may exclusively handle either incoming or outgoing calls or it may handle a blend of the two. Call centers that handle only inbound calls are called inbound call centers and those that handle outbound calls are called outbound call centers. There exists a third category of call centers, which is called a blended call center. Blended call centers take care of both, inbound and outbound calls.

Key Characteristics of Inbound Call Centers

  1. Handle incoming calls initiated by customers

  2. Provide customer support, technical assistance, and information

  3. Process orders, payments, and refunds

  4. Manage customer inquiries and complaints

  5. Aim to deliver prompt, efficient, and personalized service

  6. Utilize tools like automatic call distribution (ACD) and interactive voice response (IVR) systems

Services Provided by Inbound Call Centers

Inbound call centers offer a wide range of services to support customers, including:



Product or Technical Support

Clients interacting with agents ask questions and request for technical support on the variety of products and services offered by a company.

Help Desk Services

Clients can complain, make a quality defect or require assistance.

Payment and Order Processing

Service agents can also help customers to order, pay bills, and make inquiries on the billing.

Upgrades and Renewals

Customer service representatives help consumers with replacing or renewing their services.

Loyalty Programs

Call centers used for inbound calls can deal with requests and memberships frequency programs.

Dispatch Services

Service technicians or personnel can be sent to the customers to attend the same.

An inbound call centre offers a workspace for call center executives to handle calls. An agent is provided with a computer system and headset connected to a telecom switch to attend to the client/customer calls. Usually, there are supervisors on the floor to monitor the operations. The performance of an inbound call centre agent is determined according to several metrics, like First Call Resolution (FCR), Average Handle Time (AHT), and time in queue. Nowadays, interaction with clients is not only limited to communicating over telephones; call center agents use e-mails and web-chat to interact with clients. Go4customer is a leading giant call center in India.

Benefits of Inbound Call Centers

Inbound call centers offer numerous benefits to businesses and customers alike:Listed below are the benefits of inbound call centers to both the business and the customers:

  1. Improved Customer Satisfaction: The inbound call centers can be really useful to quickly and effectively meet individual requests and create a sense of gaining a loyal customer.

  2. Increased Sales and Revenue: This can include the processing of orders, as well as upsells and cross-sells – which are features of inbound call centers and can lead to increased sales and revenue.

  3. Enhanced Brand Reputation: If a company can provide great quality inbound call services, it has a successful path of establishing a strong reputation for itself and ensuring a competitive advantage over other companies.

  4. Streamlined Operations: Call centers that receive incoming calls employ better technologies and practices to handle inbound call quantity and time, and other core call center tasks.

  5. Cost Savings: Small and medium businesses can realize great cost savings with their inbound call center support through outsourcing its call center services.

People Also Ask

What is an Inbound Call Center?


An inbound call center is a type of customer service function that receives incoming calls which are made by existing potential customers. In this process, customers call the organization for any number of reasons that include placing an order, voicing a complaint, asking a question, and many more. Whereas, call centers need to handle those calls and provide better customer service and satisfaction.


What is the Difference Between Outbound and Inbound Call Center?


Inbound Call Center

Outbound Call Center

Agents answer the calls.

Call out to try to make sales.

In order to establish loyalty and keep customers, addresses customer concerns. 

Outbound centers are attempting to build the curiosity of potential buyers.

IVR, ACD, and call tracking software are used.

Automatic dialers and predictive dialers are used.

Focuses on customer service, inbound sales, product or/and service queries.

Focuses on market customer research, customer success and outbound sales call.


What are Types of Inbound Call Center?

Consider the following types of inbound call centres:

Customer Service:

In this process, an existing potential customer calls with a query or concern, or he wants to manage his account. It includes returns, feedback, queries about products and services, and many more.

Technical Support:

When something breaks on the customers’ end, then customers call for technical support. When a product fails to perform properly, customers typically contact in to try to solve the issue.

Inbound Sales:

In some situations, inbound call centres will answer the calls not from the existing potential customers, but rather from prospective buyers who want to know the additional information.

Upgrade and Renewal Query Calls:

Existing customers who want to renew, upgrade, or combine their subscription plans can be contacted by this form of an inbound call. Customers are frequently satisfied with the company's service which motivates them to renew their subscription.

What is the Strategy of Inbound Call Center?

Consider the following strategy for handling inbound call centers:

  1. Preserve the voice channel for those who really need it.
  2. Keep your word about being available.
  3. Analyze and track all of your incoming calls.
  4. Make your consumer data useful to you.

What are the Leverages of Inbound Call Center?

Consider the following leverages of inbound call center:


Outsourcing an inbound call center service is a cost-effective way to provide better customer service and experience as well. The right partner understands that the call center must become a seamless extension of your business to properly manage your incoming contacts.

Multichannel Customer Experience:

Outsourcing allows you to increase your present capabilities and provide a genuine Omni channel experience to your customers. Building and staffing such infrastructure from the bottom up is costly. However, when you work with an outsourced incoming call center, they already have cutting-edge technology, processes, and people in place to deliver the best possible experience. 

Enhance Sales:

An experienced inbound sales representative can upsell and cross-sell by connecting with the customer and sharing their own brand experiences as well as deep product and brand expertise.


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