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 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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