In the digital landscape, businesses operate in several different and new ways. Technological advancement has updated and upgraded the services and made things smoother. However, call center services are still effective in the age of chats and social media. According to a report, phone calls are the most common and effective tool to resolve customer issues and it is true for millennials and Gen Z too. Therefore, businesses should not doubt the effectiveness of call services and invest in inbound and outbound call centers. But, do you know how inbound and outbound call centers differ? Continue reading this post to understand the key differences between the inbound and outbound call centers and know how they can help businesses reach their customers. 

What Is an Inbound Call center? 

Inbound calls are focused on resolving the concerns of the customers regarding a product/service that businesses offer. It refers to businesses managing incoming calls efficiently to answer queries and resolve issues. Many businesses use it as the primary method of customer interaction. There are agents who sit and wait for customers to call them. The ultimate aim is to improve the overall customer experience because one bad customer experience can result in the loss of a loyal customer. Therefore, businesses of almost every size aim to have a quality and technically updated call center. 

What Is an Outbound Call center? 

As the name suggests, outbound call centers make calls to customers and prospects. They reach out to the customers to make sales and publicize the business. Usually, outbound calls are sales-focused. Agents working in the outbound call centers use customers’ data stored in the software and make cold calls. The main role of the agents in outbound call centers is to educate and inform the people about their business, products, services, or new offerings and convince them to become a customer/client. So, they use a series of different calling techniques to make calls and turn prospects into clients. 

Inbound and Outbound Call center: What’s the Difference? 

Both inbound and outbound call center services are about providing call services to customers. However, there are various differences based on some factors. Read on to get a clearer picture -  

Type of Services 

The first factor is the type of services both call centers offer. Though both types of centers provide various types of services to their customer here we will share some of them. When it is about the inbound call center, they assist the prospects and customers regarding a product or technical support. You may also have to handle the inquiry regarding a new product or service from the customers and on the other hand, existing customers may discuss the problems they are facing with those products. 

When it is about the outbound call center it covers market or customer research. If a business wants to launch new services or products, it can call the customers to collect data. Another important reason for making outbound calls is convincing people to invest in a product/service. Along with that, businesses also make random calls to customers to know their feedback. 

Technology 

Now, let’s understand the differences between inbound and outbound calling based on the technology. Inbound call centers use IVR which allows callers to interact via voice and keypad. Also, they use call tracking which helps them get insights to perform better in the marketing campaigns. Another popular technology used by inbound callers is ACD known as automatic call distribution. It distributes the calls using a pre-defined rule-based routing strategy. The aim is to route the call to the best available agent. 

The outbound call centers use automatic dialers which reduce the task of manually dialing individual phone numbers. The other technology is the predictive dialer which helps make more calls in a shorter time using the machine-learning algorithm. 

Purpose 

The purpose of inbound and outbound calls is to make and receive the calls to fulfill customer demands. At inbound call centers, agents try their best to address the queries of the customers and resolve their issues. The outbound calls are intended to make sales or fulfill the marketing purpose. Overall, customer satisfaction and business growth are the main aims of both outbound and inbound calls. Both call centers use various techniques to accomplish their goals. 

How About Both? An Inbound and Outbound Call center All In One 

Now that you are familiar with the key differences between an inbound and outbound call center the next question is which one is right for your business. Usually, the business either operates an outbound or inbound call center. But sometimes there is a need for both types of calls. As the purpose of both types of calls is different and equally important businesses can choose both according to their requirement. Outbound calls are important in the initial phase to contact and convince the prospects and outbound calls are required to serve the existing client base and improve the customer services. 

Why You Should Choose GetCallers for Inbound and Outbound Call Services?

Whether your business needs inbound, outbound call center services, or both you can count on GetCallers. It is trusted by more than 800+ satisfied companies which include Fortune 500 companies to small businesses. This leading firm offers services to various industries like real estate, insurance, finance, medical, credit, home maintenance, and more. Here you will get skilled and experienced callers for outbound calling and inbound customer services. You can find a caller package as per your business requirement and hire quality services to boost your business growth. Visit the website to learn more about the services and know-how professionals at GetCallers can help you.