--- title: Six Different Types of Call Centers description: "Take a look at some of the different types of call centers running the industry today: 1. Inbound call centers. 2. Outbound call centers. 3. Virtual call centers. 4. Industry-Specific call centers." image: https://blog.hiya.com/hubfs/Feature%20Images_Hiya%20New%20Content_Omnichannel%20contact%20center-1.png --- [![Hiya logo](https://blog.hiya.com/hubfs/hiya-new-purple.svg)](https://www.hiya.com/) Solutions Solutions [For Mobile Operators Protect your network](https://www.hiya.com/solutions/operators) [For Businesses Brand your calls](https://www.hiya.com/solutions/businesses) [For People Get the mobile app](https://www.hiya.com/products/apps/hiya-spam-blocker) ###### Webinar Branded Calling 101 Weekly Webinar Make your company's calls more recognizable. Learn how Hiya can drive value for your business. [Sign up today Arrow Right](https://www.hiya.com/lp/webinar-series-intro-to-hiya-branded-call) Products Connect ###### [Branded Call Display your branded caller ID](https://www.hiya.com/products/connect/branded-call) ###### [Number Registration Display your branded caller ID](https://www.hiya.com/products/connect/number-registration) ###### [View Plans Flexible pricing for teams of all sizes](https://www.hiya.com/products/connect/pricing) Protect ###### [Spam Analytics Stop spam & fraud on your mobile network](https://www.hiya.com/products/protect/spam-analytics) ###### [AI Voice Detection Real-time AI voice detection](https://www.hiya.com/products/protect/ai-voice-detection) Mobile apps ###### [Hiya Spam Blocker Fraud & AI voice protection](https://www.hiya.com/products/apps/hiya-spam-blocker) ###### [Hiya AI Phone Productivity for busy people](https://www.hiya.com/products/apps/hiya-ai-phone) ![](https://blog.hiya.com/hubfs/sotc-report.avif) ###### Report State of the Call 2026 86% of unidentified calls go unanswered. Read the benchmark report for what is happening in voice today, and what you can do to drive business. [Read the report Arrow Right](https://www.hiya.com/state-of-the-call) Why Hiya? Overview [Why Hiya Your voice innovation partner](https://www.hiya.com/why-hiya) [How it works Get started quickly & easily](https://www.hiya.com/how-it-works) [Customer Stories Real companies, real results](https://www.hiya.com/case-studies) [Voice Intelligence Platform Industry’s leading voice platform](https://www.hiya.com/why-hiya/voice-intelligence-platform) [Trust Center Compliance, security, & privacy](https://www.hiya.com/why-hiya/trust-center) Company [About Leadership and history](https://www.hiya.com/company/about) [Careers We're hiring!](https://www.hiya.com/company/careers) [Contact us Get in touch](https://www.hiya.com/contact-us) ![](https://blog.hiya.com/hubfs/bclc-hero-img.webp) ###### Customer Story BCLC increases business KPIs with Hiya With Hiya Branded Call BCLC was able to increase contact rates, campaign efficiency, and revenue. [Read their story Arrow Right](https://www.hiya.com/customer-stories/bclc) Resources Resources [Resource Center](https://www.hiya.com/resources) [Partner Program](https://partners.hiya.com/) [Get Support](https://hiya.com/support) [Developer Docs](https://developer.hiya.com/) [Hiya Blog](https://blog.hiya.com/) [Newsroom](https://www.hiya.com/newsroom) [Events](https://www.hiya.com/events) ###### eBook 10 Tips for customer-friendly phone calls Prevent caller reputation issues and complaints with customer-friendly calling practices. [Read eBook Arrow Right](https://www.hiya.com/resources/ebooks/10-tips-for-customer-friendly-phone-calls) [Get Started Arrow Right](https://www.hiya.com/#audience) [Log in](https://connect.hiya.com/login) [Get started](https://www.hiya.com/#audience) - [Home](https://hiya.com) - [Blog](https://blog.hiya.com) - [Six Different Types of Call Centers](https://blog.hiya.com/types-of-call-centers) [Branded Call](https://blog.hiya.com/tag/branded-call) [Call Intelligence](https://blog.hiya.com/tag/call-intelligence) [Tips & Tricks](https://blog.hiya.com/tag/tips-tricks) # Six Different Types of Call Centers [Katie DeMatteis](https://blog.hiya.com/author/katie-dematteis) Mar. 18, 2022 [![](https://blog.hiya.com/hubfs/icon-fb.svg)](https://www.facebook.com/sharer/sharer.php?u=https://blog.hiya.com/types-of-call-centers) [![](https://blog.hiya.com/hubfs/icon-x.svg)](https://twitter.com/intent/tweet?url=https://blog.hiya.com/types-of-call-centers&text=Six+Different+Types+of+Call+Centers) [![](https://blog.hiya.com/hubfs/icon-linkedin.svg)](https://www.linkedin.com/shareArticle?mini=true&url=https://blog.hiya.com/types-of-call-centers) ## At a glance ![](https://blog.hiya.com/hubfs/Feature%20Images_Hiya%20New%20Content_Omnichannel%20contact%20center-1.png) Can you imagine a world without call centers? There would be no technical support, no person to speak to about changing appointments, and no way to get live information from the comfort of your home. While all call centers serve the same basic function of communicating information to customers or potential customers, every call center serves different purposes and goals. Call centers are designed to provide customer service by handling large volumes of phone calls. Their role is essential to business success. Since there are many different businesses, there are multiple types of call centers with many different responsibilities and services. Outlined below are a few of the different types of call centers to give you an idea of what type of call center would be best for your business goals. ## **Inbound Call Centers** Inbound call centers focus on receiving calls from customers. Their main objective is responding to existing customer concerns and new customer inquiries. Inbound call centers are the most common type of customer service and may provide the following services: - Providing product or service support - Processing orders - Addressing concerns or questions - Transferring calls The inflows of calls are dependent on the number of daily callers. Some days agents may have a high frequency of calls, while other days agents will have a low call volume.  ## **Outbound Call Centers** Outbound call center’s primary focus is to make calls that reach and attract prospective customers. These types of call centers are a great way to expand company outreach and save costs. There are three main responsibilities and services that outbound call centers offer: - Market research - Outreach - Sales and leads Calls are made to existing customers to welcome, inform, and collect information. Handling complaints about purchases and bills is also a responsibility of outbound call centers.  ## **Multichannel Contact Centers** With the increasing channels of communication, businesses need to incorporate multiple ways to connect with customers. Rather than specializing in inbound or outbound services, multichannel call centers focus on a variety of capabilities. Their larger pool of communication channels includes inbound calling, outbound calling, websites, email, online chat, social media, and many more. ## **Omnichannel Contact Centers** [Omnichannel contact centers](https://blog.hiya.com/omnichannel-contact-center-benefits?hsLang=en) take a multichannel approach one step further. After configuring all the communication channels, an omnichannel combines them into one system or strategy. This approach provides a customized experience for agents to interact with customers.  ## **Virtual Call Centers** Some businesses have opted for a virtual call center. Employees work remotely since the call center does not operate from a physical location. This gives virtual call centers the advantage of lowered operating costs, easy marketing integration, and lower rates for customers. ## **Industry-Specific Call Centers** Industry-specific call centers are just as the name implies, separate call centers designed for each industry. Earlier, we mentioned how different businesses have different types of call centers. Within these different types, the goals and processes each call center has also differ depending on their industry. Below are just a few examples to give you a feel of how goals may differ. ### Healthcare Healthcare or [medical call centers](https://blog.hiya.com/medical-call-centers-best-practices?hsLang=en) are responsible for relaying messages between customers and healthcare professionals. Agents handle hospitalizations, patient-to healthcare provider connections, prescriptions, test results, and appointment scheduling. Differing from traditional call centers also means separate [healthcare call center metrics](https://blog.hiya.com/healthcare-call-center-metrics?hsLang=en).  ### Insurance An [Insurance call center](https://blog.hiya.com/insurance-call-center-best-practices?hsLang=en) is responsible for providing important information between policyholders and the insurance company. Policy changes, new policy applications, answering questions, and health insurance are all services these types of call centers offer. Focusing on the correct metrics, audience, time, and cues is necessary to maintain customer satisfaction. ### Financial Services Financial service call centers help people manage their money. They are responsible for a wide range of financial transactions like deposits, withdrawals, and paying bills. Since they are dealing with people’s financial information, establishing trust and assurance upfront is vital to a financial call center's success. ## **How Hiya Helps Your Call Center** The Hiya Connect Voice Performance Platform is a great tool to help all types of call centers. Hiya Connect provides enterprise intelligence and increased influence over the performance of voice calls. Branded Calls increase answer rates, decrease the cost to connect, drive faster lead conversion, and improve customer satisfaction. No matter what type of call center you run, Hiya can help you secure your calls and improve customer outcomes. Looking for more ways you can improve your call center? Download our [Call Center Metrics eBook](https://work.hiya.com/metrics-ebook?hsLang=en) to learn more about which metrics you should be tracking.    [![banner-hiya-reg](https://blog.hiya.com/hubfs/banner-hiya-reg.jpg)](https://www.hiya.com/products/connect/number-registration) ### Latest Articles ⚡️ - Hiya awarded 16 G2 Summer 2026 badges for branded caller ID Lena Prickett Jul. 9, 2026 - How Canada is leading the fight to stop bank scams Stephanie Boulanger Jun. 26, 2026 - How to check phone numbers for spam labels Michelle Wallace Jun. 9, 2026 ## Related articles ![](https://blog.hiya.com/hubfs/rogers-toronto-event-blog-hero.webp) ## [How Canada is leading the fight to stop bank scams](https://blog.hiya.com/how-canada-is-leading-the-fight-to-stop-bank-scams?hsLang=en) Stephanie Boulanger Jun. 26, 2026 ![](https://blog.hiya.com/hubfs/Blog_How-to-check-phone-numbers-for-spam-labels_B.webp) ## [How to check phone numbers for spam labels](https://blog.hiya.com/how-to-check-phone-numbers-for-spam-labels?hsLang=en) Michelle Wallace Jun. 9, 2026 ![](https://blog.hiya.com/hubfs/Hiya%20x%20DNA-blog@2x.webp) ## [Hiya and DNA Finland launch network-level call protection](https://blog.hiya.com/hiya-and-dna-finland-launch-network-level-call-protection?hsLang=en) Stephanie Boulanger Jun. 2, 2026 [![](https://blog.hiya.com/hubfs/hiya-new-purple.svg)](https://www.hiya.com/) [![](https://blog.hiya.com/hubfs/linkedin-1.svg)](https://www.linkedin.com/company/hiyainc) [![](https://blog.hiya.com/hubfs/facebook-1.svg)](https://www.facebook.com/hiyainc/) ###### Products - Connect - [Number Registration](https://www.hiya.com/products/connect/number-registration) - [Branded Call](https://www.hiya.com/products/connect/branded-call) - [View Plans](https://www.hiya.com/products/connect/pricing) - Protect - [Spam Analytics](https://www.hiya.com/products/protect/spam-analytics) - [AI Voice Detection](https://www.hiya.com/products/protect/ai-voice-detection) - Apps - [Hiya Spam Blocker](https://www.hiya.com/products/apps/hiya-spam-blocker) - [Hiya AI Phone](https://www.hiya.com/products/apps/hiya-ai-phone) ###### Solutions - Company size - [Enterprise](https://www.hiya.com/solutions/enterprise) - [Call Centers](https://www.hiya.com/solutions/call-center) - [Small and Medium](https://www.hiya.com/solutions/businesses) - Service providers - [Operators](https://www.hiya.com/solutions/operators) - [OEMs and technology](https://www.hiya.com/solutions/technology-partners) ###### Considering Hiya? - [Why Hiya](https://www.hiya.com/why-hiya) - [How it Works](https://www.hiya.com/how-it-works) - [Customer Stories](https://www.hiya.com/case-studies) - [Voice Intelligence Platform](https://www.hiya.com/why-hiya/voice-intelligence-platform) - [Trust Center](https://www.hiya.com/why-hiya/trust-center) - [Modern Slavery](https://www.hiya.com/company/modern-slavery) - [About Hiya](https://www.hiya.com/company/about) - [Careers: We're hiring!](https://www.hiya.com/company/careers) - [Contact us](https://www.hiya.com/contact-us) ###### Resources - [Resource Center](https://www.hiya.com/resources) - [Partner Program](https://partners.hiya.com/) - [Get Support](https://hiya.com/support) - [Developer Docs](https://developer.hiya.com/) - [Hiya Blog](https://hiya.com/blog) - [Events](https://www.hiya.com/events) - [Press Kit](https://www.hiya.com/newsroom#press-kit) ![ANAB](https://blog.hiya.com/hubfs/logo-anab.svg) ![ISO 27001](https://blog.hiya.com/hubfs/logo-iso27017.png) ![AICPA](https://blog.hiya.com/hubfs/logo-aicpa.svg) ![IAF](https://blog.hiya.com/hubfs/logo-iaf.svg) [Privacy Policy](https://www.hiya.com/legal/privacy) [Terms of Service](https://www.hiya.com/legal/terms-of-service) [App Data Privacy Policy](https://www.hiya.com/legal/app-data-protection-and-privacy-policy) ```json { "@context" : "https://schema.org", "@type" : "BlogPosting", "author" : { "@type" : "Person", "name" : "Katie DeMatteis", "url" : "https://blog.hiya.com/author/katie-dematteis" }, "dateModified" : "2023-07-13T19:46:06.157Z", "datePublished" : "2022-03-18T18:12:56.000Z", "headline" : "Six Different Types of Call Centers", "image" : [ "https://blog.hiya.com/hubfs/Feature%20Images_Hiya%20New%20Content_Omnichannel%20contact%20center-1.png" ], "mainEntityOfPage" : { "@id" : "https://blog.hiya.com/types-of-call-centers", "@type" : "WebPage" }, "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://blog.hiya.com/hubfs/hiya-logo-3.svg" }, "name" : "Hiya Inc." } } ```