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Inbound Call Centers

Since inbound call centers answer calls, agents are in a reactive mode. That is, they wait for the phone to ring (or for the next call to drop from the cue) and then they react to it.  

Inbound call centers are equipped with ACDs (Automatic Call Distributors) to efficiently send calls to the “next available agent.”  

Inbound operations are staffed more hours per day than their outbound counterparts; most operate 24 x 7.

Agents are scheduled to work in anticipation of projected call volume based on historical data and marketing initiatives.

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