Quality is the number one factor that directly affects your customer experience. A business needs to provide quality services if they want to make customers happy. For every manager bemoaning the lack of efficacy of their QA Program, there will be another that claims to have experienced a significant increase in customer satisfaction levels since implementing theirs. Read More
All call centers are people driven telecommunications hubs. They’re designed for receiving and sending large volumes of information and provide services for both customers and businesses alike. Those are the only obvious similarities you’re going to find between an inbound and outbound call center. Your protocols and business needs are going to be built around whether or not you lean towards the ‘inbound’ or ‘outbound’ ratio for call centers.
A call center that specializes in outbound makes more calls than it receives. Outbound call center telemarketers are very target driven, and are trained to sell / promote products or services, establish a new territory beachhead for inside sales teams, schedule appointments, present opportunities, re-engage former customers, as well as new acquisitions and to close deals.
A call center that specializes in inbound processes takes more calls than it makes. Inbound call centers have a more “passive” approach to consumers and will focus more on their agent’s problem-solving skills, answer questions, and to reassure and calm irate customers. You can also think of an inbound call center as being ‘customer-focused’ and outbound centers as ‘client-focused’.
Some call centers are exclusively inbound or outbound, some perform both functions but most have a specific specialization in one industry, and there are those that are set up for both inbound and outbound calls and follow a blending strategy to prioritize one call over other depending on necessity. Given the different set ups and agent abilities, it is critical that business owners decide what type of call center they need. You should always consider a variety of factors such as experience with you product or service, current clients, and recommendations before making your final decision on your outsourcing partner.
You can reference our article called “What Call Center is right for you?” if you need a more detailed explanation on how to choose a call center and what factors to consider.