In a call center, the inbound process refers to a set of customer support activities where agents respond to incoming calls/requests from existing or potential customers and resolve them. It involves the following:
Companies have phone numbers/channels that their customers can use to contact agents.
Agents work either from in-house facilities or remote locations using call center software.
Incoming calls are distributed among agents using inbound call center software and tools.
The software screens and analyzes customer requests and transfers the call/request to the right agent.
The agent talks to the customer and tries to resolve the issue.
If agents cannot resolve the issue in the first interaction, they raise a ticket and follow up with customers via phone, email, or other channels.
Once the issue is solved, agents close the ticket, which marks the end of the inbound process.
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