Perhaps you may be wondering; what is the difference between an inbound and an outbound call center? Before we answer your question, it is important to realize that a call center can handle inbound calls, outbound calls or even both. A call center is also different from helpdesk in that while a helpdesk can handle incoming calls, most of the calls are made by employees rather than the customers.
Inbound call center
An inbound call center usually handles the incoming calls mostly from the customers who are making inquiries about company products and services, make appointment, giving feedback or even raising concerns about the company products or services. The performance of an inbound call center can be measured using various metrics such as average handle time, first call resolution as well as time that is spent in queue. Most of the communication of the appointment setting services today is through telephone, chat and email.
Outbound call center
An outbound call center has majority of its calls going out instead of coming in. This means that the goals of most calls that are made in this call center are meant to initiate or make a sale. Agents working in an outbound call center will usually have a list of prospective customers to whom they will make calls to. The goal here is to target these customers in a bid to make a sale.
Inbound call center
An inbound call center usually handles the incoming calls mostly from the customers who are making inquiries about company products and services, make appointment, giving feedback or even raising concerns about the company products or services. The performance of an inbound call center can be measured using various metrics such as average handle time, first call resolution as well as time that is spent in queue. Most of the communication of the appointment setting services today is through telephone, chat and email.
Outbound call center
An outbound call center has majority of its calls going out instead of coming in. This means that the goals of most calls that are made in this call center are meant to initiate or make a sale. Agents working in an outbound call center will usually have a list of prospective customers to whom they will make calls to. The goal here is to target these customers in a bid to make a sale.
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| Inbound Call Center Services |
Difference between the two
The main difference between the two is the way the majority of their calls happen. If a call has over 50 percent of their calls going out, they will be considered an outbound call center. The same case applies to the inbound call centers.
Before you can seek the services of a call center customer service, you will need to make a decision on whether you need an inbound or an outbound call center. This is key to planning as well as implementing protocols and systems in the call center. If you are searching for an inbound call center, you should contact OneLink Business Solutions. The call center has many inbound solutions that can ensure the success of your business.
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