Inbound vs Outbound Call Centre: Different solutions you need

Call Centre Solutions


From customer service to market research, from lead generation to order cancellation, call centres perform a plethora of business activities. Depending on a variety of factors, including the size of the organization, location, business goals, call volume, types of customers, etc., each call centre is unique. Yet, call centre can be categorized into two types: Inbound and outbound. In this article, we look into both of these in detail and how you can use them.


Inbound call centre

Inbound call centres typically receive calls from customers. In an Inbound Call Centre Solutions, agents answer these calls, address client queries, answer their questions and direct them to the right place to resolve their concerns. Some of the popular use cases of inbound call centres include:

Lead generation

Through advertising and promotions, an inbound call centre can generate leads through inbound calls. In order to learn more about the company’s features and pricing, a customer might contact the company after seeing a digital ad. This call will be handled by an inbound call centre.

After-sales service

It is common for customers to need support during the first few days following a sale. Especially in the case of complex products Businesses use an inbound call centre to be available for customers’ needs.

Order management

There are several industries where customers need support during the order management lifecycle. For example, in e-commerce, customers might want to return their items, request an exchange, raise complaints, etc. Every day, hotels and travel agencies receive thousands of cancellation and booking requests. The inbound call centre manages these Customer services

If customers have questions, concerns, complaints, or inquiries, this is the place to reach out. For example, banks and credit card companies use inbound call centres for customers to know their balance, outstanding card features, transaction disputes, etc. IT companies use it to deliver technical support.

These specific use cases determine which call centre management software organizations use. Some commonly used features are: IVR, Call routing, Call recording, and Call forwarding

Outbound call centre

As part of an outbound call centre Solutions, agents initiate calls to customers on behalf of the company they work for. By reaching out to customers, they can provide assistance, sell products, or gather information about them. Some popular use cases of outbound call centres are:

Sales

Call Centre Solutions are primarily used by companies to reach prospects and sell to them. These calls could be cold (calling a prospect for the first time) or warm (calling a prospect after a previous interaction). An outbound call centre can also be used to upsell or cross-sell solutions to existing customers as well.

Reminders and follow-ups

Customer engagement is a key use case as well. Existing customers are called for reminders and follow-ups. For example, an insurance provider might call about upcoming premiums.

Research and feedback

It is common for businesses to use outbound call centers to conduct surveys or interviews of their target audiences either to test the viability of their new product or to identify their pain points. Feedback is also frequently collected through outbound calls by many organizations.

An outbound call centre requires different tools and features to be efficient. An outbound call centre’s commonly used components are: Auto-dialer, Dynamic caller ID, CRM integration, Call recording

Source Blog: https://medium.com/@riddhicorporatesl/inbound-vs-outbound-call-centre-different-solutions-you-need-57aa0124c726


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