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Types of Call Centers Explained

There are three main types of call centers: inbound call centers where customers call in for support, outbound call centers where agents make calls to customers, and hybrid call centers that handle both inbound and outbound calls on a single platform. This course will focus on building a hybrid call center using Elastix, an open source IP telephony software that allows for both inbound and outbound call center deployment on a single platform.

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Samarveer Singh
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38 views2 pages

Types of Call Centers Explained

There are three main types of call centers: inbound call centers where customers call in for support, outbound call centers where agents make calls to customers, and hybrid call centers that handle both inbound and outbound calls on a single platform. This course will focus on building a hybrid call center using Elastix, an open source IP telephony software that allows for both inbound and outbound call center deployment on a single platform.

Uploaded by

Samarveer Singh
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Call Center Types

Broadly there are three types of Call Center.

• Inbound Call Center:


An inbound call is one that a customer initiates to a call center or
contact center. A help desk handles inbound calls also known as agents.

• Outbound Call Center.


An outbound call center is a business activity where a collection
of call center agents make outgoing calls to prospective or
existing customers. This activity is usually technology enabled –
typically using a predictive dialer – so that large numbers
of calls can be made per hour.
Call Center Types continue…

 Hybrid Call Center.


The call center that has both the facility. Inbound and Outbound in single
platform.
Luckily this course focus on building of Hybrid Call Center so you will have
inbound and outbound call center deployment on single platform that’s
known as Elastix. The free open source IP telephony software.

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