What is an inbound call center? Attracting and retaining our customers is, without a doubt, one of the premises and challenges that we want to accomplish from any call center. We have already told you that a good product is the cornerstone to start a valuable and lasting relationship between company and client but that, once the relationship has begun, it is necessary to work to maintain it.

And it is precisely here, in terms of loyalty, where companies must focus their efforts, betting on easy and quick contact with their customers through the appropriate channels and mechanisms. At ICR Evolution we are clear about it: the solution is to have good call center software and a good inbound call center strategy. Do you want to know what we are talking about? Keep reading!

What is an inbound call center?

We say ‘inbound’ when it is our customer service team who waits for customer calls to solve doubts or attend claims. The definition of inbound call center is, therefore, quite simple to understand: receive calls and offer adequate service and attention to both our loyal customers and our potential potential customers.

In this type of call center, it is the customer who makes the first contact. It is essential to answer calls in an agile way, without waiting times and avoiding possible bad experiences and angry customers at all times.

customer journey


Why is it important to have a good inbound call center service?

A good management of your voice channel will allow you to increase sales, reduce costs and improve the retention of our customers. That is why it is so important to have good call center software such as the one we offer you at ICR Evolution to provide good telephone service, so that your company’s agents can correctly attend to the number of incoming calls.

Call center software: improve the experience of your calls with ICR Evolution

ICR’s EVOLUTION software is the call center solution that your company needs, since it allows agents to provide your customer service with maximum efficiency, thus meeting customer expectations.

With our EVOLUTION software for contact centers you will increase the quality of your service and you will always find the most suitable agent for each interaction, while reducing agent burnout. Some of the advantages of our software in your inbound call center are:

  • Contact distribution
  • Quick reaction in the event of a sudden increase in incoming call volume
  • Increase in the resolution of inquiries in the first contact thanks to the assignment of the appropriate agent in each case
  • Fast and accurate speech recognition to serve our customers in more than 20 languages


That is why it is so important to have a good call center software like the one we offer you at ICR Evolution, since a good management of your phone calls will allow you to increase sales, reduce costs and, ultimately, retain satisfied customers.

At ICR Evolution we offer you a single omnichannel call center software. A true customer experience with which we will help you maximize the ROI of your call center in Spanish-speaking markets. You want to know more? Contact us and request a demo of our call center software. More than 25 years of experience guarantee us. The (R) evolution begins!


software contact center

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