What is a lob in a call center?

What does LOB stand for in a call center?

What is a lob in a call center

Learning what is LOB in a call center

In the ever-changing world of customer service and call centers abbreviations and acronyms are plentiful. One acronym that usually makes people wonder can be “LOB.” What is a lob in a call center as well as why it is important in customer service? Here, we’ll discover the secret behind LOB and the significance of it in ensuring efficient and effective customer service.

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What is a lob in a call center?

What is a lob in a call center? LOB is a reference to “Line of Business.” In the case of a call center the term refers to particular divisions or departments within a business that deal with specific products or services, or different types of inquiries from customers. It is basically an approach to categorize and arrange the different aspects or functions of an organization’s activities particularly in relation to customer interactions.

The Role of LOB in Call Centers

LOB is a term used to describe Line of Business, plays an essential function in call centers through setting the specific roles such as services, products, or other functions that the center’s focus is on. It is the primary factor that determines the call center’s function and the kinds of interactions or calls it will handle.
Here's a closer look at the role of LOB in call centers:
  • Specialization: LOB helps call centers specialize in particular areas. For example, a call center may have different LOBs for customer support, technical support, sales, or billing inquiries. Each LOB has its unique set of agents, scripts, and processes tailored to address specific customer needs.
  • Resource Allocation: It guides the allocation of resources such as agents, equipment, and technology. Resources are allocated based on the volume and nature of calls in each LOB to ensure efficient handling of customer inquiries and issues
  • Agent Training: LOB defines the expertise required for agents in each area. Agents are trained accordingly to become subject matter experts in their assigned LOB, enabling them to provide more accurate and effective support to customers
  • Performance Metrics: Different LOBs often have different key performance indicators (KPIs) and service level agreements (SLAs). These metrics help monitor and evaluate the performance of the call center and its agents, ensuring that they meet the specific goals and standards of each LOB.
  • Customized Scripts and Procedures: LOB determines the scripts and procedures that agents follow when interacting with customers. These scripts are tailored to address the specific issues or requests related to each LOB, ensuring consistency in service delivery.
  • Customer Experience: By focusing on specific LOBs, call centers can enhance the overall customer experience. Agents who are knowledgeable about a particular LOB can provide more personalized and efficient support, leading to higher customer satisfaction.
  • Cross-Selling and Upselling: In some cases, call centers may use LOB segmentation to identify opportunities for cross-selling or upselling. For example, a customer calling for technical support may be presented with offers for relevant products or services.
  • Data Analysis: LOBs help in segregating and analyzing data more effectively. Call centers can gain insights into the performance of different business areas, identify trends, and make data-driven decisions to improve operations.
  • Cost Management: By aligning resources with specific LOBs, call centers can optimize costs. This involves allocating resources based on demand, which can lead to cost savings and increased operational efficiency.
  • Flexibility: LOBs allow call centers to adapt to changes in business priorities or customer needs. They can easily introduce new LOBs or adjust existing ones to stay aligned with evolving market conditions.

LOB for call center operations is a strategy that allows them to provide superior and customized services to their customers. It allows for the center’s staff to integrate its training, resources and processes to the needs and objectives of different business units and ultimately improves customer service and efficiency.

Key benefits of LOBs in call centers

The main advantages associated with LOBs within call centers are:
    1. Improved efficiency: By putting agents based on their skills, LOBs can help to ensure that calls are directed to the best-qualified agent. This could result in shorter time to handle calls as well as improved customer satisfaction.

    1. Increased effectiveness: LOBs can help call centers better comprehend and satisfy the demands of their clients. By monitoring performance metrics for each LOB Call center managers are able to identify areas for improvement. They can also make use of the information to design specific training plans for their employees.
    Enhanced customer satisfaction: LOBs can assist call centers in providing an efficient and personalized customer experience. By understanding the requirements of each LOB the call center can modify their training and scripts programs in line with the needs of their customers. This could result in greater satisfaction ratings for customers and a higher level of customer loyalty.
Key benefits of LOBs in call centers
Here are some scenarios of the ways LOBs can be utilized to boost the performance of call centers:
  • A call center of a telecommunications firm could have separate LOBs to support technical support, customer service and sales. This lets the call center send calls to the best competent person regardless of the nature of the call.


  • A call center that is part of banks may possess separate LOBs that are for savings accounts, checking accounts and credit cards. This enables the contact center to offer greater support for its clients.


  • A call center of retail companies might have different LOBs for on-line orders as well as in-store purchases and returns. This lets the call center give customers current information and help to meet their particular requirements.
Alongside the advantages that were mentioned earlier, LOBs can also help call centers in the following ways:
    • Reduce costs: streamlining workflows and increasing effectiveness, LOBs can help call centers cut their overall expenses.

    • Improve employee morale:  LOBs provide employees with the sense of purpose and a sense of ownership for their work. This could lead to increased employee morale and efficiency.
    • Gain a competitive advantage: In providing an efficient and personalized customer experience, call centers can aid call centers to gain an advantage over their competition.
In general, LOBs are a valuable tool for call centers to increase their effectiveness, efficiency and customer satisfaction, as well as cost, morale of employees, and competitive edge.

Examples of LOB in call center

Here are a few illustrations of LOBs in an office call center:
  • Technical support: This LOB is responsible for helping customers with technical issues, such as problems with their internet service, computer, or mobile device.
  • Customer service: This LOB is responsible for answering customer questions and resolving their issues. This could include things like helping customers with their orders, troubleshooting problems with their accounts, or providing information about products and services.
  • Sales: This LOB is responsible for generating and closing sales leads. This could involve cold calling, following up with leads, or answering questions about products and services.
  • Marketing: This LOB is responsible for creating and executing marketing campaigns. This could involve developing marketing materials, managing social media accounts, or running email campaigns.
  • Billing: This LOB is responsible for processing customer payments and sending out bills.
  • Account management: This LOB is responsible for managing customer accounts, including things like updating contact information and processing changes to service plans.
  • Fraud detection: This LOB is responsible for detecting and preventing fraudulent activity.
  • Collections: This LOB is responsible for collecting unpaid debts from customers.
In addition to these LOBs generally, the call center might also have LOBs specific to its particular industry. For example, a contact center of a telecommunications firm could have LOBs for internet service, mobile service and home telephone service. A call center that is part of banks may have LOBs for checking accounts or savings accounts as well as credit cards.
LOBs are also used to separate customers based on their preferences and needs. For instance, a call center might have a specific LOB to customers with high value or customers who recently bought a brand new item. This lets the call center offer a more personal and effective experience to the customers.
In the end, LOBs are a valuable instrument for call centers to enhance their effectiveness, efficiency, and satisfaction with customers. By dividing calls into distinct LOBs, each of which is focused on a particular product or service group, call centers will be able to better serve the requirements of their customers and offer them better service.

Frequently Asked Questions

LOB in the context of a call center refers to Line of Business. It is a term used to describe a particular product, service or customer group managed by a specific department or team in the contact center.

An LOB Job description also known as a the line of business description is a written document that describes the responsibilities and duties associated with the job targeted at a specific product or service segment. LOB jobs are usually located in large companies that have multiple areas of business.The specific responsibilities and responsibilities of an LOB job are contingent on the sector and particular line of business. But, the most common tasks and responsibilities for LOB jobs are:

  • Implementing strategies and developing strategies to meet the objectives of the business line
  • Leading and managing the team accountable for the direction of business
  • Responsible for the creation and introduction of new products and services.
  • Selling and marketing the products and services of business
  • Management of customer relations
  • Utilizing data to monitor how well the business line and pinpoint areas for improvement


Line-of-business (LOB) administrator is manager in a business who is accountable for the smooth operation and performance of a specific line of business, function or procedure within an organisation. The term “line of business” in this case is a distinct means of earning money. For instance, a business that sells software as well as hardware could have two distinct LOBs with one per product.

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