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Inbound vs. Outbound Call Centers

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Inbound call center means the calls come in to the call center. They are mainly required to answer incoming phone calls and training is centered on answering services. On the other hand, outbound call centers focus on making calls going outside.

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									                                  Inbound vs. Outbound Call Centers


The growth of call centers was unprecedented—as an industry and as an essential facet of running a
business that allows everyone to work more efficiently through inbound and outbound services to
ensure that operations run more smoothly, especially when it comes to customer service.

However, to ensure that you are able to utilize the potential of a call center effectively, you have to
understand the different categories that define this massive industry.




Typically, call centers are divided into two major categories, inbound call centers and outbound call
centers.

Inbound call centers, as the name implies, means the calls come in to the call center. They are mainly
required to answer incoming phone calls and training is centered on answering services. To illustrate
better, examples of inbound call centers are organizations that focus on technical support for various
products, mostly electronics such as cellphones, computer software, consumer electronics and other
similar products, airline ticket reservations, hotel or travel reservations.

On the other hand, outbound call centers focus on making calls going outside. Which means it’s a
business that makes outbound calls, typically for sales or customer support. In this case, a call center
agent is likely given a call list where each outbound call is designed to establish better customer
relations with other organizations or businesses. For outbound call centers, lead generation is a primary
objective, as is telemarketing and debt collection.

While it may seem that inbound and outbound call center services are very different from each other,
the intent of providing top customer support creates a common bond. In both industries, extensive
training to achieve the right level of quality servicing is required and both are utilized to ensure that
customers are given professional and informative customer support. The growth of this industry is
unprecedented and it’s likely because of the kind of investment that the big players have given towards
the development of its infrastructure and the training of its work force.

We hope, now you have understood the real difference between inbound and outbound call centers.
Article is originally created and edited by GSS Philippines (Philippine Call Center) to make you
understand the basic difference between outbound and inbound call center.

								
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