Difference Between Inbound Call Center And Outbound Call Center | GetCallers

Traditional call centers are the core of many group customer services. When customers call the company's business for support over the phone, they will log in at the call center. When sales representatives call potential customers for sales or surveys, they also operate in call centers. However, not all call centers are the same. The nature of the business determines which type of call center they operate.

As a provider of call center “GetCallers”, it cooperates with various companies that connect with customers during call center technology. Over the years, we have kept hearing similar questions. One of some questions is, "What is the variation among an Inbound call center and an Outbound call center?" There are important differences among the two, and if you want to create a call center for your business, you must understand them.

In this article, we will explore the difference between an Inbound call center and Outbound call center. Although some businesses offer both inbound and outbound services, it is helpful to understand the difference between the two so that you can know what to look for when deciding which technology is best for your business. 

                                  

What is an Inbound Call Center ?

The most basic feature of “GetCallers” call center is that the agent waits for the call to arrive instead of actively making the call. Inbound callers are usually seeking customer service. Therefore, Inbound Call Center agents need solutions that quickly and effectively respond to customer problems and requirements.

"GetCallers” Call Center focuses most on customer service. They are a knowledge base for technical support, billing issues and other customer service issues. With GetCallers, sharp call declaration time and agent productivity is key indicators of success.

GetCallers will drive the caller from first to last an interactive voice reply (IVR) system before establishing contact with an agent. According to JD Power's research, customers spend 30% of their time interacting with the call center in the IVR system instead of talking to agents. In order to make the IVR process as fast and efficient as possible, many inbound call centers rely on intelligent routing such as Task Router, which routes, monitors and upgrades tasks to the most suitable first available agent.

 What is an Outbound Call Center?

The Outbound Call Center is completely opposite to the Inbound Call Center. The agent of the outbound call center does not answer the call, but makes the call. Most outbound call centers focus on sales. Agents have contact lists, and they usually use customer relationship management (CRM) software to track and manage their relations.

The center of attention of outbound call center agents is completely different from that of Inbound call center agents because they are not on the receiving end of the call, but are waiting to answer questions and provide support. Instead, Outbound agents usually have sales or other goals to achieve and are actively contacting potential customers to achieve these goals.