What is an Inbound Call?

An inbound call is initiated by a customer or caller who is trying to reach a call center or contact center. Inbound calls may be covered on a separate phone plan for VoIP (Voice over Internet Protocol) subscribers. When an inbound call occurs, the agent receives the call and answers it according to an order determined by the phone system. Usually, a software program chooses the order in which anew call is answered. New incoming calls are responded to immediately, sent to a voicemail system or sent into a queue to be answered by representatives in the order calls are received. This allows calls to be answered by agents that are the most familiar with the department or specific issue callers request assistance with.

Inbound call centers are commonly set up by sales and marketing departments to receive calls from customers and members of the public. Many private companies use inbound call centers to create a place that can receive calls rather than proactively place them. An example use of a governmental organization’s inbound call center, for instance, is a “call before you dig” program where members of the public looking to dig on their residential or commercial property can request zoning and utility location information. Inbound call centers may receive calls continuously during operating hours.

In this article, we will discuss what VoIP service is, how it relates to inbound calls and inbound call centers, and how you can set up your very own inbound call center to start receiving calls from customers or members of the public quickly and easily.

By the end of this post, you should have a solid understanding of how inbound calling works, what inbound call centers do, and whether or not inbound call centers would benefit your business. You can also learn more about inbound calls elsewhere on our website, where we have other articles about setting up and using VoIP for a wide variety of different practical purposes.

Article Contents:

1. Business Phone Systems

2. VoIP for Beginners

3. Inbound Call Centers

4. Getting Started

VoIP technology makes all of this possible, so we will also show you a little bit about how VoIP works and how you can get started with it at your business.

1. Business Phone Systems

If your business communicates, then it needs some sort of communications system. Today, most business communications systems are digital and have a significant amount of Internet capabilities. The Internet has revolutionized how business phone systems operate and gives business owners an amazing variety of other options for better phone communications. You can do so much more now and get access to lower cost, high-quality systems.

Business phone systems help you communicate professionally and maintain a great image with your customers and with the public at large. They help you organize incoming and outgoing calls. This way, you can have the right agents answering each call and helping the right customers for their skillset and training.

2. VoIP for Beginners

VoIP systems can help your organization accomplish more and save money on the cost of business phone service. Since it uses the Internet to transmit phone signals, VoIP reduces the costs associated with accessing more advanced phone features. Phone companies can offer VoIP service at a lower cost than they typically would be able to, making it easier for small businesses and other companies that are budget-conscious to find the right VoIP service for their organizations.

You can get started with advanced VoIP features by learning about how to implement VoIP at your organization. VoIP can help you access advanced call management features and functionality. From there, you can readily improve your productivity with some of the features designed to help companies become more productive and work more effectively.

3. Inbound Call Centers

There are call centers that handle both inbound and outbound calls, particularly at small companies. Some call centers that are bigger separate out agents into teams that handle inbound calls only or outbound calls only–but many do have both inbound and outbound calls.

You can, using virtual private network (VPN) technology, connect many virtual workers together into the same phone systems securely. VPNs make it almost as if everyone is working as part of the same call center. The inbound call center functions as a single unit. From there, you can have incoming calls routed to a group of employees regardless of where each person is physically located.

4. Getting Started

To start implementing your own inbound call center, you need to first identify a VoIP vendor who can help you get connected with a great VoIP service that is within your budget and offers the right features. Getting started can be a quick and easy process, since many services can be connected completely the same day you sign up. You just need to find a vendor who has experience working with your business and industry. If, for instance, you have a law firm, then you need to find a vendor who can help law firms and has already working with the legal industry in the past. If your business is in sales, then you can find a vendor who knows how to help organizations sell.

If you want to get started quickly, begin by having a list of questions to ask and a wish list of needs to approach vendors with. From there, you can get their help choosing equipment and setting up your system. Keep in mind that you may need additional equipment and services, depending on the type of system you need.

Equipment you may need to get started with a new inbound call center:

  • Private Branch Exchange (PBX)–A PBX system can help route calls coming into your call center. This is really essential for larger businesses and enterprises with high call volumes. PBX functions can be carried out with a computer box device, or conducted virtually with software. Your vendor can provide these services and may help you get your system up and running.
  • IP and SIP-Enabled Phones–Session Internet Protocol (SIP) phones and Internet Protocol phones are set-up to function with Internet enabled phone systems. VoIP phones like these are compatible with phone signals that are transmitted online. These phones understand the language of Internet phone systems and can quickly and easily communicate with servers and other types of computers.
  • Internet Connection–You will need some kind of Internet connection to connect to VoIP phone service.

You will need to make sure that you pay careful attention to security issues and other potential challenges with your VoIP service. This will help you create a call center that works effectively and keeps the right information confidential and secure. You may need to also train your employees to help with these efforts by protecting access to the system.

As you get started with VoIP, we believe that you will find plenty of things you can do with your new business phone system. It may change how your business operates, giving you additional options you can implement and new opportunities you can take advantage of at your organization. Many people find that VoIP service helps their business grow, as well. VoIP is highly scalable, making it easier to adapt your phone system to your needs.

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