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Customer Service vocabulary · Call Centre Operations

Inbound call

Meaning in customer service, with examples

nounCommon term

In customer service, inbound call means: A call that a customer makes to a company, for example to ask a question, report a problem or place an order.

In Turkish: gelen çağrı, inbound çağrı

How it is used

Inbound teams answer incoming calls, and outbound teams make calls. Job ads often mention inbound customer service. Inbound volume is the number of incoming calls in a period and is used to plan shifts.

Example sentences

  1. We receive about 1,500 inbound calls a day, most of them before noon.

  2. Inbound calls about the outage doubled the waiting time.

Common collocations

  • handle inbound calls
  • inbound call volume
  • inbound team
  • inbound customer service
  • outbound callA call that an agent makes to a customer, for example to follow up, confirm an appointment, collect a payment or sell a product.
  • queueA line of calls, chats or tickets waiting to be answered, usually handled in the order they arrived.
  • call centreAn office where many agents handle phone calls from customers, or make calls to them, for one or more companies.
  • IVRInteractive voice response: an automated phone menu that greets callers and lets them choose options by pressing keys or speaking.

More terms: Call Centre Operations

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