Customer service is one of the most important aspects of the business. In order to provide services to the customer, companies use different platforms like live chat, email, call center, helpdesk, etc.
Out of all the options, most of the customers prefer using call center services. Because of this reason, more and more companies are setting up call centers.
However, when it comes to calling, people always get confused between inbound and outbound call centers. These are two main types of call centers that are completely different from each other.
It is very important to understand the difference between outbound and inbound call centers to make the right choice for your business.
Inbound Call Center:
As the name goes, in this type of call center, the customer is the one who actually makes the call. The customer service representatives have to answer incoming calls from the customers in this type of call center. It is one of the most common types of call centers in service industries. Customers can call the support team to raise issues, complaints, solve queries, etc.
Inbound Call Center Services:
The inbound call center is not only useful for handling complaints but for other purposes as well. You can set up an inbound call center for all these services.
- Inquiries:
You can use the inbound call center to answer customer queries. For example, if a customer wants to know about the current subscription plan, validity offers, or any other things, the support team can answer them.
- Tech Support:
Most of the companies use an inbound call center for providing tech and product support. For example, if a customer is facing technical issues while using the internet, then the support team can help them by troubleshooting the issue.
- Order Processing:
There are many people who still like to place online orders on the phone. They call the customer support team to make an online purchase and make the payment.
Outbound Call Center:
In this type of call center, the customer is the one who actually receives the call. The sales team representatives have to call the customers in this type of call center. It is mostly used to making cold calls, generating leads, and following up.
Outbound Call Center Services:
The outbound call center is mostly used for increasing sales. They have to make calls and sell different products and services to the customers, for example, credit cards.
- Telemarketing:
Most of the companies set up outbound call centers for telemarketing purposes. In this service, you have to call the customers and explain to them about the products and services. Your main intention should be marketing and selling the products to them.
- Lead Generation:
One can also set up an outbound call center for lead generation. In this service, you have to make cold calls to people to generate leads. It helps companies to generate hot leads.
- Market Research:
The outbound call center can also be used for conducting market research. Many companies and government organizations conduct phone surveys.
- Appointment Setting:
You can also use outbound call centers for booking appointments. It will help you to call customers to book different types of appointments.