A call center that receives incoming calls from current customers is known as an inbound call center. The task of monitoring and responding to callers' demands falls to customer service representatives and support groups. Customer call handling and tech support are two of the main incoming call center services.

The caliber of the inbound call center agents is largely responsible for the ability to provide a high caliber client experience. The customer's point of contact with the company is the agent. In fact, agents may be the only representatives of a firm that customers ever deal with, making the agent and their working environment a top priority for any business. It is not sufficient to employ carefully and train extensively. Inbound call centers must also make sure that agents are effectively managed, surrounded by high-performing coworkers, working in a clean environment, on their own schedules, and with the resources necessary to engage, motivate, and deliver the high-quality customer support that clients expect.