In this current world of chats and social media, call centers are important to handle customer queries. It helps you in face-to-face customer engagement. Call centers work on a large number of calls, both outbound as well as inbound. Knowing the differences between inbound and outbound call centers will assist you to identify an effective option for your business. Here are some facts that will help you understand Inbound vs outbound call centres.
What Is the Difference Between Inbound and Outbound Call Centers?
1. PURPOSE
Although every call center has a similar goal of making every customer satisfied and happy, the way to accomplish this differs in either case.
In an inbound call center, customers call for their questions, doubts, suggestions, or complaints where he or she requires the assistance of the agent. The agent then assists them to resolve their concerns. The customer’s need for service is very high, closing the communication on a positive note is in the hands of the agent.
On the other hand, in an outbound process, the agent calls the customer for payments, sales, renewals on products or services, updates, or offers. The customer may or may not be interested, as his requirement for the same is not verified. Neither is the time of contract at his ease. As an outcome, success rates decrease.
2. TECHNOLOGY
Inbound call centers use the listed technologies:
- Call management, that holds or transfers a call, etc.;
- Continuous call monitoring;
- IVR systems.
Outbound call centers use:
- Operators;
- CRM systems assist to get interested customers.
3. AGENT TRAINING AND ATTITUDE
While both types of centers have merit, when it comes to agent attributes, some differences are common. In an inbound center, customers feel like they are in charge. Agents require the complete information at their fingertips, as soon as they receive a call. They have to be polite and have both problem-solving and listening skills.
On the other hand in the outbound center, agents invade people’s time. These agents mostly need to adopt a little more aggressive tone. They have to be good at analyzing prospects’ selling, moods, closing, and persuasion.
4. SALES
In some cases, inbound call centers will get calls not from the existing clients, but from the now buyers too who are searching for more information. When this happens, inbound sales calls and skilled staff members can capitalize on the chance. Salesmanship, as well as tact, are major points here, and showcasing a welcoming face for the company can effectively convert a lead into a loyal customer.
Often taken in with telemarketing, telesales has a different goal to close the sale. Sales agents take over the task where the duty of the telemarketer ends. They need to be both patient and persuasive as well.
Lastly, it would be totally unfair to say which call center is the best. Each one is designed to fulfill some or the other needs of businesses. You just need to choose the one that fits your needs perfectly.
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