What Is The Difference Between Inbound and Outbound Call Centers?

While everyone knows that call centers deal with calls, not everyone is aware of what all a call center is capable of. Incept has over 25 years of experience in the call center industry, and is here to quickly answer the common question of, “what’s the difference between an inbound and outbound call center?”

What is an Inbound Call Center?

Inbound call centers deal with calls that are coming in for agents to answer. In most cases, inbound call centers receive calls that are customer service based. Agents that are on the phones are typically answering any questions that current or potential customers have on the product or service that the partnering company is selling.

The agents that answer these calls are trained to know a company’s product or service inside and out. This way, they are prepared to answer any questions that people call in with.

Related Post: 11 Customer Service Skills Every Inbound Contact Center Agent Needs

What is an Outbound Call Center?

Outbound call centers are doing just that – making calls out to people. These calls are intended to reach the decision maker and give them more information on the product or service for the company that they’re calling for.

In many cases, people wonder, “How do outbound call agents know who to call?”

Extensive research is done by outbound call center agents to find relevant information before making a call. They’re always making sure that the person they’re calling has genuine interest or need for the product or service they are calling about.

Should You Be Using an Inbound or Outbound Call Center?

When companies are starting to see substantial growth at a rate they can’t keep up with, they’ll hire an inbound or outbound call center depending on their need. Some companies also aren’t sure where to start when it comes to customer service best practices, or how to make an effective outbound sales call.

This is when outsourcing a call center comes into play.

Whether you’re a company that doesn’t want to deal with the nitty-gritty of hiring more employees to keep up with demand, or you’re a business that doesn’t quite know how to implement a customer service/outreach plan, having a discussion with a call center would be beneficial.

Want to know if partnering with an outsourced call center is the right fit for your company?

Let’s talk about how Incept can help you!

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