Inbound and outbound calls centers are perhaps the most important services that your company depends on for its success. When customers can call to reach you, it can benefit your company. Inbound and outbound call centers and facilities are available to assist companies to communicate and interact with customers.
RDI solutions span the entire customer product life cycle to help clients to support, attract, acquire and optimize customer connections. RDI connect offers a wide variety of products that range from complex technical products to financial related products and healthcare, to continuity memberships and subscriptions, to retail sales and licensed insurance agents.
The main difference between inbound and outbound call center lie in the way the most outgoing calls or incoming calls are made. If more than 50% of the calls are inbound, then the call center is an inbound center or facility. Conversely, if more than 50% of the calls are outbound, then the call center is an outbound call center or facility.
To better understand difference between inbound calls and outbound calls centers and
their scope of work let us take a deep dive in the definition, the purpose, the training, technology, and challenges of call centers.
What is an Inbound Call Center?
Inbound centers receive consumer calls unlike outbound call centers. The primary characteristic of inbound call center is that agents wait for the consumers to contact them with their request rather than making calls themselves.
Types of Inbound Calls
Inbound callers generally seek client services, such as product support, tech support or help with orders. To support customer needs, inbound centers agents must have the training and the know-how to respond to the customers' demands efficiently and quickly. The client should able to get any additional information about the products.
The focus of inbound call facilities is first and foremost customer service. The facilities provide a knowledge database for billing questions, payment inquiries, problems and tech support. Quick resolutions, agent productivity and timely responses are crucial key metrics in measuring success at the centers.
What is an Outbound Call Center?
The difference between inbound calls and outbound calls facilities are opposite in the process. Rather than receiving calls, the agents in outbound facilities make contact with potential customers. Most outbound facilities generally focus on sales. The agents get checklists, which can be used for communication through CRM (Client Relationship Monitoring), which is a software application to manage and track their interactions and communications.
Types of Outbound Calls
Outbound call agents focus is different from inbound call agents. The outbound call agents do not receive calls but wait for incoming calls to provide support and answer questions. Their calls focus on sales and other transactions. Outbound call agents actively contact potential customer to achieve their targets.
What Is the Difference Between Inbound and Outbound Call Centers?
Difference of Purpose: Outbound and inbound call facilities goals are to make and receive calls to satisfy the clients demand. However, methods to accomplish this varies in each call centers. At the inbound call facility, clients call with a request, questions or grievances where he or she requires help from an agent. The agents can get the information and help the people where needed to resolve their claim. The customers' requests should be resolve to customer satisfaction. The demand for great customer service is possible since a favorable interaction is within the agent control.
Conversely, in an outbound call facility, the representatives call the consumers. The calls might be an offer for payment, a sale, updates or a renewal on services or products. The consumer may or may not be amenable to the services rendered. Since the representative is calling on his time and not the customer, the timing of the call may not be convenient for the consumer. Therefore, achieving success is lowered.
Difference in Technology: Many call centers also use Interactive Voice Response (IVR) system to quickly handle incoming calls and manage companies processes via the phone. The IVR is an automatic system that interacts with the customers via voice and keypad. It interacts with customers before there are communications with an agent.
JD Power research shows that customers interact 30% of the time with the IVR system. To ensure the IVR system is efficient, many call centers use smart routing like TaskRouter. Smart routers monitor, routes, and escalates requests or tasks promptly to the appropriate available agent.
Differences in Attitude and Training: Both outbound and inbound calls are valuable to companies bottom line. However, where agent attributes are a concern, some real differences are tangible. At the inbound center, the customers feel in command of the situations. The customers' information needs to be readily available when the calls come into the call center. The agents must have business acumen, polite, and they should have both problems-solving skills and excellent listening skills. The agents at outbound call centers are imposing on the customers time, so the agents need to embrace a more assertive attitude. They must recognize the moods, selling potential, persuasion and closing of the prospects.
Difference in Challenges: Lastly, the effect on businesses output for both outbound and inbound call facilities is crucial, yet the degree of difficulty and challenges is distinctive in both types of facilities. Conversion ratios for outbound facilities performances must be high. While customer satisfaction and resolutions rate for inbound facilities must be high.
Overall, the significance of neither facilities should not be undermined. Making improvements to processes and procedures while having foresight on the ever-changing market together is crucial. And it must be done with exceptional training, which is a vital concept to operating a thriving call center.
Do You Need an Inbound or Outbound Call Center Service?
If you don't have a telephone answering system at your place of business, then the chances are that you will be the only one who will be able to hear your customers' calls. You need to make sure that you can match your product to the specific needs of the company and consumers must able to contact your company when needed. People will be looking for ways to quickly purchase products and access product information. Finding an automated system that has a powerful solution is very important for your success. When you are managing your business, you need to make sure that you can manage both inbound and outbound calls.
If you do not have a telephone answering system at your place of business, then chances are, that you will be the only one who will be able to hear consumers' calls.
Whether you are looking for an inbound or outbound call center, RDI Connect is the ideal solution. RDI Connect is a provider that helps companies grow B2B sales, generate and qualify new leads, and secure more appointments. There are RDI systems that can be used with an auto-attendant service that can deliver your incoming and outgoing calls.
With an RDI telephone answering system, you can ensure that your calls are going to an answering machine or voice mail. You will need to know the difference between inbound calls centers and the outgoing options to better meet your clients needs.
Below are some commonly ask questions.
What is the difference between inbound and outbound customer service?
The main difference in inbound and outbound calls lies in the way phone calls are made or where they take place. If the call center makes both outgoing and incoming calls, then the majority of the type of calls will determine the type of call center.
Is outbound or inbound process better?
Both call centers provide different purposes. However, with inbound call center, the process is more straightforward due to customer interest in a product or service. With the outbound call centers, the customers must be persuaded to purchase the product or service.
What is the difference between outbound and inbound sales?
Inbound sales are made when the customer requests purchases via a phone call. An outbound sale is when sales agents calls customers to make sales.