What Is the Difference between Inbound and Outbound Call Centers?

There are great differences between inbound and outbound call centerservices. If you have a small business and thinking about considering teaming up with an inbound call center or an outbound call center, then you must know which are the services, each can provide.

Some call centers provide both, it’s still important to recognize what you get with an inbound vs. and outbound call center. Here is what separates the two.

 Inbound Call Center- What it is all about?

 Define an inbound call center services. It is one-way of making calls but they are not actively making calls on behalf of their clients. But what they do is cater to certain situations started by customers and think of different ways to solve situations accordingly.

With customer expectations reaching sky-high many inbound call centers are required to be available any time of day or night. You never know when customers need services, so you have to stay open 24/7 and keep it as an integral part of inbound call center operations. 

The number of staff who are hired are directly proportional to a number of calls the center expects to receive. It is quite difficult to find the kind of staff who can put in so many hours. But it is absolutely necessary for inbound call centers to put in the required number of hours to remain competitive.

Outbound Call Center-What it is all about?

Outbound call centers are, as the name suggests the opposite of inbound call centers. They are not required to sit back and wait for customers and answer the questions. Instead what they do is that they are always on the phone calling the potential or current customers, their main goal being, encouraging them to purchase a product.

Outbound call center agents need to possess specific skill sets, a little more than their inbound counterparts. Outbound agents are required to be strong enough to face rejection and put forward a request of selling something, rather assertively. In most cases, outbound agents are given commission along with their base salary.

Inbound Call Center vs. Outbound Call Center

Besides all of the other points, mentioned above, there is a basic difference between inbound call centers and outbound call centers. The agents in outbound call centers are not connected to their customers, previously and did not have any prior contact with the customers they are supposed to reach out to. So, it becomes harder for them to quickly build up a rapport and helps influence them in a way that they come around their point.

Inbound call center agents have to deal with current customers. They help solve problems with people who have a relationship with the company. 

This makes their jobs a little harder and requires them to utilize a different set of skills than outbound call center agents. 

Call centers are important to boost majorbusinesses in just about any industry. Whether they are inbound or outbound, in-house or outsourced, call centers are the best way for the company to interact with customers.