What Is A Received Call?
In a contact center or call center, an inbound call is often referred to as a received call. This is a call made by a customer that is answered by a customer service representative. Received calls are measured to determine the average call volume; this metric helps inform call center management of staffing and performance issues. Call centers with high levels of received calls may need to automate to scale service.
Types of Received Calls
There are multiple types of received calls, including:
Customer service inquiries
Technical support
Account inquiries
Appointment scheduling
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