While most call centers manage high volumes of both inbound and outbound calls, others choose to focus exclusively on one or the other. However, if you’re new in the call center industry, it is essential to know the difference between an inbound call center and an outbound call center so you will have deeper understanding on how these two types of call center services work on a daily basis. So, fasten your seatbelts and get ready to learn something new about inbound and outbound call center services.
The Difference Between Inbound and Outbound Call Center Services
The obvious difference between an inbound and outbound call center is the way the calls take place. For instance, when the majority of calls are inbound, where people are seeking you out and getting in touch with you on their own, it’s considered an inbound call center. When you are looking to reach out to targeted people or accounts, it is called an outbound calling center. To guide you more, here are the differences between inbound and outbound call center services:
Inbound Call Center
As the name suggests, an inbound call center handles inbound calls from both current and potential customers. It focuses on resolving customer issues, noting complaints, and answering questions about a product or a service that the business offers. For some organizations, inbound call centers are the primary method of customer interaction. Since one bad customer service experience can lead to the loss of a loyal customer, it’s very important to offer exceptional customer service across all channels of your call center.
Inbound call centers are concentrated on customer service above all else. They serve as a knowledge base for billing questions, tech support, and other consumer care issues. For this type of call center, quick call resolution times, and agent productivity are the primary metrics of success.
Outbound Call Center
An outbound call center makes more calls than they receive, making them the opposite of an inbound call center. While inbound call centers enable customers to interact with agents, outbound call centers focus on sales and marketing. An agent in an outbound call center usually follows a list of potential and existing customers to make sales and help customers upgrade their current products and services.
Outbound call centers use a series of different calling techniques to make sales. Cold calls are made to potential customers who are not expecting the calls. On the other hand, a warm call occurs due to previous interaction with the potential customer, such as a meeting at a convention, a referral from existing customers, or a previous call. While warm calls often have better conversion rates than cold calls, both can lead to an increase in sales.
What type of call center is right for you? Well, it depends on the nature of your business, your company’s goals, and your target audience. At the end of the day, it is best to consult a customer support service provider who can help you with your concerns.
Markable Solutions’ 360-degree customer support services include both inbound and outbound call center services. Not only can we help you generate higher sales through a painless process of customer acquisition, but we can also handhold them through the post-sales process and implement much-needed support in a multitude of channels and languages. Talk to us now!