Call centers play a crucial role in business success now and will continue to do so in the future. It acts as the first line of contact for customers who want to get in touch with a company with their issues. As a business owner, you can agree on the importance of call centers in dealing with huge call volumes, both outbound and inbound. With the gradual growth of a company, the importance of partnering with a reliable customer support team becomes more relevant. So, having a competent call center (both inbound and outbound) will increase the capacity to handle huge customer call volume.
The call centers deal with different call types, inbound and outbound. The inbound call centers are meant to receive incoming calls from customers who inquire about your product or service issues. Besides, the outbound call centers make calls to potential customers to make more sales. The choice of the call center type depends on the type of business you have.
Knowing the distinctive features between inbound and outbound calls will help you decide the best option for your business or what you need. Here you go…
What is an Inbound Call Center?
An inbound call center is a specially designed customer service responsible for dealing with incoming calls from customers and from multiple channels. Customers can call the business for umpteen reasons – such as placing an order, complaints, asking questions, order cancellation, appointment scheduling and more. The call center’s responsibility is to answer the calls quickly with the right resolution. It shows their competency and professional approach.
The ability to deliver high-quality customer experience is based on the agent quality in the inbound call center. For the customers, the agent is the representative of the business. So far, the agents could be the only person the customers can get in touch with. Therefore, the agent and their working environment can be the key area of any business. It is not only about hiring people and training them well. The inbound call centers should also ensure the agents are properly supervised and surrounded by high-performing team-mates and working space o well-maintained. They should have all the tools to perform the quality work that the customers expect.
What is an outbound call center?
Outbound call center services in the USA are exactly the opposite of an inbound call center. The agents, not the customers, make the most outgoing calls. Most of these calls are sales-oriented calls, which is why the call center agents use the existing lists to invite their customers to an event or meet, present their product and services, sell something, or ask their opinion about the purchase they have already made. In such centers, the agents play a major role, as the number of sales depends on them.
Difference between inbound call center services in the USA and outbound call center services in the USA:
As we have already explained, the first and foremost difference can be seen in the names. For example, call centers where agents make more than 50 percent of calls are called outbound call centers. And where the customers make more than 50 percent of calls are called inbound call centers.
In addition to these differences, many other differences are based on purpose, technology, and training.
Differences in purposes:
Of course, the main focus of any call center is to make customers happy; however, they have different ways to achieve this goal. Inbound call center customers call with questions, complaints, issues, or suggestions. Agents try to do everything possible to help them and find a solution to any situation.
In an outbound call center, the agents take the initiative and make the call first. It does not matter what it is: offers, services, or products.
Differences in Technology:
Inbound call center services in the USA use the following technologies:
- Constant monitoring of calls
- Call management, the ability to hold and transfer calls
- IVR systems
Outbound call center needs:
- Call center agents
- CRM system that helps find interested customers
Differences in training:
In addition, there are a few differences regarding the agents of such call centers.
In an inbound call center, customers feel responsible for their call; however, the agents should always have data on a specific customer at hand as soon as they receive a phone call. Although such calls from
customers are often made to raise a complaint, and with some aggression, the call center agent must be polite and patient when communicating with the customers.
In an outbound call center, things take place a bit differently. Before the call, the agent already has information about the customer in advance. The representative must be able to recognize the customer’s mood, the interest in their tone, and be able to sell the product or services and convince the customer to use the service. In addition, if such calls are not too intrusive and do not come too often, the customer will be favorably disposed of and will not show hostility.
Inbound or outbound?
As we discussed before, there is a fundamental difference between inbound and outbound call centers. Both are good for their purposes, but the outbound call center services in the USA will be much more beneficial for the business area since it is primarily aimed at sales. It can also be a perfect way to keep your audience intact.
The most convenient way for any company will be an outsourced call center. The service can be easily hired from anywhere in the world and will carry out all your instructions. After introducing a call center into your business, you can only imagine working with it.