While most contact centers handle high volumes of both inbound and outbound calls, some focus exclusively on one or the other. Ultimately, choosing which type of call center to run can influence customer satisfaction, sales, and the overall success of your business. Understanding the distinguishing features between inbound and outbound call centers can help you make well-informed decisions that match the needs of your business.
What is an inbound call center?
As the name suggests, inbound call centers primarily handle inbound calls from both current and potential customers. Inbound call centers focus on resolving customer issues, taking note of complaints, and answering questions about the products and services that the business offers.
For some businesses, inbound call centers are the main method of customer interaction. Since one bad customer service experience can lead to the loss of a loyal customer, it’s crucial to provide exceptional customer service across all channels of your call center.
Inbound call centers can gain an edge over the competition by investing in interactive voice response systems (IVRs). IVRs detect dual-tone-multi-frequency (DTMF) tones on the keypad and automatically route callers to the agents best suited to resolve their issues. Investing in IVRs eliminates the need to add callers to a lengthy queue, which often forces them to repeat their issue to multiple agents.
Inbound call center software also allows businesses to keep overhead costs low while promoting increased efficiency. The success of inbound visual interface software has been proven in high-volume, large-scale contact centers. Bright Pattern’s call center software features a customizable development of inbound call applications.
What is an outbound call center?
Outbound call centers make more calls than they receive, making them the opposite of inbound call centers. While inbound call centers enable customers to interact with agents, outbound call centers focus on sales and marketing. Agents in outbound call centers typically follow a list of current or potential customers to make sales and help customers upgrade their current products and services.
Outbound call centers use a variety of different calling techniques to make sales. Cold calls are made to potential customers who are not expecting to be called. Meanwhile, warm calls occur due to a previous interaction with the potential customer, such as a referral, a meeting at a convention, or a previous call. While warm calls often have better conversion rates than cold calls, both can lead to an increase in sales — with the right team.
What type of call center is right for you?
Whether your business requires an inbound or outbound contact center depends on the needs of the business, customer demands, and what your team can handle. If your business needs to boost customer satisfaction and offer more technical support, an inbound call center can help. On the other hand, if your agents can’t keep up with a long list of leads, consider an outbound call center.
If your current team cannot handle the addition of a call center, consider hiring remote agents. Many businesses are opting to integrate cloud communications into their current business model to build remote offices and hire remote agents. Hiring remote agents reduces overhead costs, enables you to offer more flexibility in scheduling, and allows you to hire the best agents regardless of location.
All in all, choosing the right type of contact center for your business can help promote growth and give you a significant advantage over the competition. While inbound call centers are focused on improving customer service, outbound call centers are more concerned with making sales and bringing in new customers.