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Call centers handle a large number of both incoming and outgoing calls. Understanding the differences between inbound and outbound call center services will help you identify the best opportunity for your business. Here are some facts to help you choose the most effective option for your needs.

What Is an Inbound Call Center?

Inbound Calls: Listening, Helping, and Building Trust

As the name suggests, incoming call centers handle mainly incoming telephone calls from customers and potential customers. These are mainly more customer service oriented.

Incoming call centers focus mostly on resolving customer concerns or complaints. As they are the only contact that many customers will ever come into contact with your company, it is important that these representatives are polite, helpful, and familiar with company policy.

Also Read:- How To Evaluate And Enhance Your Call Center Service

Different Type of Inbound Calls

Customer Service: This type of center is used when a customer calls with a problem or problem that needs to be resolved. If the problem cannot be solved over the phone, many operators refer customers to the appropriate departments or provide them with web links with useful information.

Technical Support: This is usually designed to support the customer if in case the product they have purchased is defective or broken. Technical support tries to help customers solve the problem, investigates the issue thoroughly, speaks politely, even if the customer is very angry, which requires balance and patience from the operators.

Inbound Sales: This type no longer takes calls from existing customers, but rather from potential customers who need more information. In this case, the operators must be very talented and convincing not to take the opportunity. It is also a very effective sales tool, some companies even have their own inbound sales call center.

Also Read:- Why Cloud-Based Call Center Should be Implemented to a Business

What Is an Outbound Call Center?

Outbound Calls: Lead Generation, Sales, and Research

The outgoing call center is the exact opposite of the incoming call center. In most cases, the operators call, not the customers. Most of these call centers are sales-oriented, so employees use existing lists to call customers or potential customers to invite them, introduce their services, sell something, or ask for their opinion on products or services they have already purchased.

Types of Outbound Call Centers

Cold Calls: Such calls are the first communication between the company and its potential customers with the help of the operator. The representative calls those who, according to the company, can become its customers and offer services or products. Nevertheless, it is a very effective means of attracting customers, but the main thing is to have a qualified operator who can interest the consumer.

Warm Calls: These calls are always the result of communication with a customer after previous communication events. Although such calls are also aimed at selling something, they are much better perceived because the company is familiar to the customer.

As we have already seen, the first and most important difference can be seen from the names. Call centers where operators make more than 50% of the calls are called incoming call centers, and if more than 50% of the calls are made by customers, it is an outgoing call center.

Also Read:- On-Premise Call Center: Eliminating Your Business

In Addition to These Differences, There are Other Inbound and Outbound Call Center Differences.

Differences in Purpose

We all know that the main motive of any call center is to satisfy customers; however, they have different ways to achieve this goal.

Incoming call center customers call with questions, concerns, complaints, or suggestions. Operators try their best to find a solution to every situation whereas, in outgoing call centers, operators take the initiative and make the call first. It doesn’t matter what it is: services, offers, or products.

Differences in Technology

Inbound call centers use the following technologies:

  • Continuous call monitoring.
  • Call management tools that has ability to hold or transfer a call.
  • IVR systems.

Outbound Call Centers Need:

  • Operators.
  • CRM systems that help find interested customers.

Differences in Business Impact & Challenges

Another important consideration is the impact of these call centers on businesses. As mentioned earlier, both options for sale are quite effective tools. But which is better?

Incoming call centers do not sell directly, but passively, because in order to offer something to a customer, you must first wait for his call. On the other hand, all customers are happy to know that their opinions are valued and listened to.

Things are different in outgoing call centers. This method can be called aggressive marketing because you offer the product directly and you can call any customer if it is convenient. In addition, customers are happy to hear that their opinion and assessment of a particular service is important, and the company thinks about their reviews.

Therefore, an outbound call center is a little more efficient at increasing sales.

Last Words

With all the differences mentioned above, now you will have a better idea on what is best for your business. Both types of call centers are good for their own use, but an outbound call center is much more profitable for the business because it is primarily for sales. It can also be a great way to retain your audience. These are effectively the best methods to help your customers and grow your business wisely. Because at the end, customer satisfaction is what a business implies.


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