Inbound vs. Outbound Call Center: Which One Does My Company Need?

When evaluating the roles of an inbound vs outbound call center, it’s key to understand the differences, why they matter, which you need and how to leverage them to maximize revenues and grow faster all while delighting customers. Here are the real differences you need to know.

What is an Outbound Call Center?

An outbound call center’s primary function is to reach out to customers and/or prospective customers. They may do so to serve the following important functions within an organization:

  • Ensuring updated contact information
  • Checking in on important accounts
  • Nurturing leads
  • Cross-selling/Upselling
  • Returning calls
  • Asking survey questions / Market research
  • Booking appointments and arranging deliveries
  • Keeping customers informed about delays
  • Contract, subscription or account renewal or reactivation

What Is an Inbound Call Center?

An inbound call center primarily receives incoming calls from existing and potential customers. These calls may include:

  • Answering questions
  • Resolving website challenges
  • Resolving product or service challenges
  • Processing payments
  • Assessing needs
  • Helping a customer, patient, student, etc. troubleshoot
  • Cross-selling/Upselling

Each call is a new person with a unique experience. Flexibility, energy, and enthusiasm for customers and the brand, as well as the ability to deliver a consistent, quality brand experience to each and every person, is vital.

In a modern contact center setting, both inbound and outbound may use a series of omnichannel communication methods like email, social media messages, text, and voice. And it’s critical that every contact be well-documented and managed using CRM software to enhance efficiency and seamlessness of the customer’s experience with your brand.

So what’s the real difference here?

What Is the Difference Between an Inbound and Outbound Call Center?

While there is some overlap in skill-set, there are some key differences between inbound call center outsourcing and outbound call center outsourcing.

An outbound call center representative can be more quickly and narrowly trained and focused based upon the type of outbound calls they will be making.

An inbound customer contact center agent must be ready for anything and be able to quickly assess a situation and navigate solutions with a customer. They must have a broad and deep knowledge of every aspect of the brand to clearly understand the challenges customers face in order to offer solutions.

When inbound call center outsourcing, it’s important to partner with a contact center that understands the unique nature of inbound call center outsourcing services. The partner must have the team, training and technology in place to manage critical customer interactions and brand expertise.

How Global Response Manages Inbound Differently

Global Response’s integrations and customer care teams are specialized in inbound call center management. We have the technology and talent that sets you apart from the competition to increase revenues, resolve challenges and delight your customers.

Our industry-leading brand-centric approach means that the dedicated Brand Specialists who handle your incoming contacts are immersed in your brand. Extensive training, quality assurance, and customized hiring profiles are applied to build a team of enthusiastic and dedicated talent ready to engage customers, earn brand loyalty and deliver a seamless branded experience.

Our systems and people deliver measurable results. We can help you increase AOV now and LTV into the future. Each Brand Specialist actively connects with customers in meaningful ways to build trust, make more sales and keep customers coming back.

Combine that with state-of-the-art technology and fully customizable solutions that make partnering with Global Response for inbound call center solutions the right decision for you. To find out how we can help you grow your business and delight customers through integrated, brand-specific solutions, let’s talk.

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