In inbound calls customers call a number usually toll free given by a manufacturing company or service provider to get information on products/services, to get resolution to their issues or to make complaints about the defects, malfunctioning of a product or poor service. The call made to this number will be answered by the executives of a call centre to which the product manufacturer would have outsourced the work of answering the calls made by their customers. For instance a customer may want to know the balance of his savings account and call the number given by the bank for assistance. The call will be answered by an executive in a BPO to whom the bank has outsourced its work of answering customer’s queries. Similarly a company which sells its product will outsource the work to a BPO company of answering queries from customers who had purchased their product with regards to its usage, installation or any problems which they encounter while using it. The executives receiving these calls will converse with the customer with the help of a script or information from their data base which guides them in resolving the customer’s issue, which can be either technical or non-technical in nature. These executives are encouraged to resolve customer’s queries at the first call and avoid getting follow up calls. Unlike their counterparts working in outbound call centers, executives in inbound call centers do not initiate a call.   

The job roles available across industries are