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With the rise in omnichannel popularity, most of the organizations have adopted the way of providing a large range of communication channels to customers so that they can reach out to businesses the way they want. With all these advancements, there is still one form of communication that remains close to person-to-person customer service, and that is voice.
Call centers provide that personalized experience to customers like the traditional way which still remains preferred by most of the customers. Organizations can have inbound call center service or outbound call center service. Depending on your company’s needs, you can choose either of them provided you have full knowledge of how both of them work.
If not, we are here with this article to differentiate inbound call centers and outbound call centers for you, so when you have to come to a decision to make a choice, you make the right one.
Conducting exploratory research seems tricky but an effective guide can help.
Inbound call center is the one that receives the calls from the customers. Customers might call in to solve some queries and issues with the agents. Call center agents will then handle the query in a right manner according to company policies.
Organizations with inbound call centers wait for the customers to call them first rather than the organization reaching out to the customers. Such organizations work to provide efficient customer service by solving the issues and queries that customers might have.
Such organizations treat inbound call centers as their primary channel of customer interaction. In order to provide technical support and hence providing a good customer experience, every company should have an inbound call center which merely focuses on customer queries and problems.
In opposition to inbound call centers, outbound call centers make more calls to the customers. The primary motive of an outbound call center is to reach out to the customers, get to know their experience with your business, promote your business or a routine checkup.
Outbound call center agents call the customers whose data is stored in the company database. Outbound call center software helps them make cold calls or sales calls and educate the customers about business’s new product/services and advancements. Agents also tend to help customers upgrade their products and services through outbound calls.
Unlike inbound calls, outbound call center agents are not waiting for the customers to call them and start the interaction. Agents instead call the customers and start the conversation with a motive to help the customers out. This practice makes customers feel important and cared for.
In this section, we will clear out the difference between inbound call center and outbound all center and how they do things differently. Now that you know the basic difference, let’s dive deeper into them.
In an inbound call center, prospects and customers themselves call the company with their issues and complaints about products and services. The agents then have a conversation with them to know the problem and then act upon it to resolve them.
In the outbound call center the agents themselves call the customer. The topic of their conversation is decided by the calling agent and it can be feedback on the newly launched product, suggestions on the existing one, survey to get new trends and market ideas, etc.
Well, in this case it doesn’t matter if it is an inbound call center or an outbound call center. In both the cases, it all comes down to agents having conversations with the customer. Inbound calls, agents should be trained to be patient and humble to the customer irrespective of their conduct. The customer has a complaint and they are obviously frustrated, and agents should calmly handle the matter and try to help them with everything.
In outbound calls, the agents should have proper soft skills to market the brand to prospects and customers. They should be able to get the maximum out of the interaction which can be helpful for the betterment of the business.