Inbound vs Outbound Call Centres–What is the difference?

Voice is expected to remain the most prominent channel for customer interaction in the near future, says Deloitte. This explains the rise of call centre outsourcing services around the globe, which allows companies to outsource their communication business processes, allowing them to focus on running their business efficiently, streamline operations and improve customer satisfaction and brand loyalty.

With all the talk of inbound and outbound call centres, what exactly is the difference? Let’s take a look.

Inbound Call Centres

Inbound call centres answer incoming calls, which are generally from existing or potential customers and are strongly customer service oriented. The agent responds to queries related to products and services, with a view to strengthening customer relationships and offering assistance with queries and problems. Inbound agents are speaking with current and potential customers who already have a relationship with the company and require assistance.

What are Inbound Call Centre Services?

• Expert Technical Support
  Inbound call centres provide remote help desk and technical support using the latest techniques and tools to meet the demand of customers requiring assistance with technology and software products.
• Customer Service and Support
  Using an inbound call centre allows businesses to improve and strengthen relationships with both existing and potential customers. Often, a lack of staff or budget constraints can lead to a less than optimal call centre which leads to missed calls, long waiting times, and frustrated callers.
• Respond to Advertising
  Perhaps you just posted an amazing advertising campaign, resulting in a client inquiry to the inbound call centre, which usually generates a sale. The agents are specially trained to be familiar with the products and services of your company, so they can discuss product features with any potential and current clients.
• Customer Inquiries Handled Right
  Keep customers well-informed with responses from highly trained professional inbound call centre operators who can provide expert advice about your products and services, as well as respond to any queries or concerns your customers may have.
• Call Answering Services
  Office hours may not be convenient or possible for your customers to contact you, and it might take your staff away from performing their key duties, resulting in losing a profitable lead. Inbound call centres offer your business more flexibility and ensure every call is answered.

Outbound Call Centres

Outbound call centres are the opposite, and make calls to a target audience to generate qualified leads, as well as to existing customers to strengthen the brand, foster relationships and upsell services. Outbound agents have not had any previous contact with the customers they are calling, and must quickly build rapport with them.

What are Outbound Call Centre Services?

• Professional Telemarketing Services
  Taking advantage of outbound B2B and B2C telemarketing services allows businesses to generate and capitalise on qualified leads. In a competitive environment, it’s crucial to capitalise on any advantage you can find over your competition to get ahead.
• Customer Surveys
  To improve your products, services and brand image, expertly trained outbound agents reach out to customers for feedback while undertaking various customer surveys, finding out customers' likes and dislikes.
• Appointment Scheduling
  Outbound call centres assist you in reaching out to the right people who make decisions, and scheduling an appointment with them, to discuss your products and services.
• Lead Generation
  Marketing strategies and campaigns don’t always get the desired results or effectively reach a target market to convert them into potential leads. Outbound call centre professionals make it easier, by generating lucrative qualified business leads for you.

What is Call Centre Outsourcing?

Call centre outsourcing is the process of hiring a third-party company to manage all or part of your call centre operations. This can include managing inbound and/or outbound calls, providing customer support, handling sales inquiries, or any other type of customer interaction.

Businesses may choose to outsource their call centre operations to save operational costs, improve efficiency, and get access to expertise that they may not have internally.

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