Connecting to the potential customers is a must requirement for all businesses. Whether a marketer needs to improve customer services or boost sales, call center software plays a vital role. When it is a matter for virtual call center software, one question is widely asked; what’s the difference between inbound call center and outbound call center. Here you will get a brief knowledge about how both differ.
Inbound vs. Outbound call center software
Inbound call center
An inbound call center administers with a majority of incoming calls from customers. It means that customers are approaching you whenever they have a query or concern, or they need any assistance with products or services. Thus, most of the inbound call centers are customer service focused.
Moreover, inbound call center software also enables companies to retain overhead costs low while encouraging improved performance. The success of inbound call center software has been confirmed in large scale, high volume contact centers.
Outbound call center
An outbound call center is a complete contrast of an inbound call center. Rather than handling incoming calls from the customers, an agent needs to make calls and reach the potential customers. Hence, most of the outbound call centers are sales focused.
The foremost distinction between an inbound and outbound call center is how calls are taking place in the call center. For instance, when more than 50% of calls are outbound than it is considered as an outbound call center.
Customer service is the most known function of an inbound call center. It means that this type of call center is taking care of customers that ultimately improve the branding of a business. Have a look at the most common services an inbound call center offers;
- Product or services assistance
- Technical support
- Upgrade or renewal inquiries
- Payment or ordering process
On the other hand, as sales representatives primarily make calls to communicate and attract prospective customers, outbound call centers operate differently. Companies that deal with outbound call centers need to perform market research. Here, agents are making calls to communicate with prospective customers and convert them into prospective clients. Here are the is the list of segments where the outbound call center is a preferred choice;
- Lead generation
- Market research
- Appointment scheduling
Furthermore, whether a business needs an inbound or outbound contact center, it depends on the nature of a business and its verticals. For instance, if a business requires improving customer satisfaction an inbound call center can be an appropriate choice. In contrast, when there is a complexity to handle a large volume of incoming calls, considering an outbound call center would be a better choice.
In short, determining the right type of contact center for a business is essential to promote growth and get a significant influence over the competition. While outbound call centers deal with bringing sales and influencing new customers, inbound call centers are directed on enhancing customer service or experience for a business.