In the scenario of AI technology, the phone calls matter. According to the Zendesk CX Trends, “ Phone is the most common tool used to resolve issues and concerns”. Even one survey conducted with a wide range of companies noticed that almost 40,000 companies including millennials and GEN Z determine phone calls for communication.
This clearly shows that they are investing in inbound and outbound calling systems for handling incoming and outgoing calls.
Understanding the differences between two call center operators will determine a good choice for your enterprise. We are here to figure it out!
Answering the call: Inbound call centers
What is an inbound call center?
The inbound call center is the type of customer service center that receives the calls from the customers. Simply, when the calls are generated from the customer end it’s inbound calling. The main task of an inbound call center is to assist customers with prompt and efficient solutions.
Here, the customer initiates the call seeking assistance, support, or required additional information. The primary kingpin is handling incoming communication rather than conducting outbound calls.
What services do they offer?
Some of the essential services responsibly adopted by inbound call centers are;
- Customer service ( product issues/ billing query/ order request/ refunds/ feedback)
- Technical support ( diagnose problems/ offer solutions/ provide guidance)
- Billing and payment inquiries ( renew/ upgrade subscription plans/ plan expansion inquiry )
- Inbound sales ( sales transactions/ provide information about offerings)
How does it work?
- The customer begins with the call initiation to the call center.
- Afterward, the inbound call center answers incoming calls.
- Automatically routes the incoming call to a specified agent after acknowledging the purpose of the call.
- In the end, the incoming calls end at their disposition by an agent.
What types of businesses use inbound calling?
Inbound calling is important customer service for several businesses that truly rely on customer communication to handle customer inquiries and ensure seamless communication. Various types of industries using inbound calling systems are;
- Healthcare
- E-commerce
- Finance
- Telecommunication
- Hospitality
- Tourism
- Government agencies ( to address customer grievances)
- B2B companies
Initiating the dialing: Outbound call centers
What are outbound call centers?
The outbound call center is another type of customer service center where agents conduct calls to potential customers or say prospects. Perfectly, when outgoing calls take place from the call center it is called an outbound calling system.
These types of outbound calls are useful when conducting market research, surveys, or even customer follow-ups. Here, the main intention is to commence the discussion on selling products or services with individuals or particular businesses to achieve desired results.
Types of outbound calls
Agents in outbound call centers must be skillful in persuasion, negotiation, and potent sales techniques. Advanced outbound dialing systems avail automated systems like predictive dialers ( to make calls) and CRM systems ( to maintain previous interactions).
Let’s focus on a few types of outbound calling services;
- Appointment scheduling ( schedules meetings/demos/ consultations )
- Telesales ( Demonstrates product offerings/ secure sales )
- Lead generation ( Qualify prospects/ generate interest )
- Quality assurance ( Offer satisfactory service/maintain professionalism)
How do they work?
- Agent/automated system conducts a call to a customer ( uploaded from the database).
- In some cases, the outgoing call might end with a busy line/unavailability/ incorrect contact number.
- When a customer answers the call, automated machine systems handle the call or sometimes forward it to human agents.
Businesses that can use outbound calling
There’s an extensive range of businesses that are likely to prefer outbound calling systems as the mainstay component of their call center operations to stay connected with their target audience. Let’s have a look at a few industries that depended on outbound calling;
- Telemarketing companies
- Financial services
- Banks
- Insurance companies
- Service sectors
- Politics (political campaigns)
Inbound vs. Outbound call center
Handling an invasion of calls is the primary routine in call center operations. Whether calls are incoming or outgoing, understanding the distinctions between inbound vs. outbound call operations is essential for picking out the most effective type for your business. So, let’s begin with defining each;
What type of Technology is used?
Inbound call centers operate their actions via IVR systems (to automate voice messages) and call tracking ( to track incoming calls).
Automatic technology and predictive dialer are used while outbound call center operations are executed.
The call focuses on?
The inbound call focuses on handling incoming calls from existing customers to address customer inquiries, and concerns and aid support.
On the other side, conducting calls to prospects for sales conversions and lead generation is the major priority in outbound call centers.
How’s Customer Interaction?
The inbound call center nature is reactive and simply responds to customer inquiries and concerns.
The outbound call center approach is proactive, initiating calls to potential customers.
Which metrics are used to measure?
Average handling time (AHT), First call resolution (FCR), and customer satisfaction rate are measured in inbound calling operations.
Metrics such as sales conversation rates, call volume, and lead quality rates are measured while handling outbound calls.
Who initiates the call?
When prospects initiate the call it’s recognized as inbound calling.
But when agents initiate the call to prospects or customers it’s outbound calling.
Take action to integrate inbound & outbound call center operations……
Selecting appropriate call center software is essential for gaining maximum outcomes from customer service. Knowing the distinctions between inbound and outbound calling systems is better for businesses to make mindful and strategic decisions. When aligned with goals and requirements, businesses observed effective results in this competitive edge.
To conduct seamless and effortless customer service offerings, decide to partner with advanced and high-tech customer support platforms like our outbound marketing solutions, which enable you to generate more than 50% higher revenue from outbound campaigns associated with advanced features like predictive dialers.
Still doubtful? Book a demo to know more!
Conclusion
Now it’s cleared, which one is better for your enterprise? Well, it’s no longer a secret that they both play an important role in customer service, plus they are considered as the backbone of the good CX as discussed in the above conception.
