Call Centre 101: Understanding Inbound And Outbound Calls [Infographic]

Trevor Michael https://selectvoicecom.com.au 1m 331 #calls

The views of this article are the perspective of the author and may not be reflective of Confessions of the Professions.

Do you ever wonder what inbound and outbound calls mean? Well, so do many beginner call center professionals! Don’t worry; it’s not that complicated.

We all understand what “in” and “out” refers to. That is all you need to know to distinguish between inbound and outbound calls when it comes to customer service. The difference between the two is in who answers the phone and who resolves problems for the person on the other end.

Outbound and Inbound Calls: How to Tell Them Apart

When clients call the call center, an inbound call is made; therefore, the prefix “in” exists. These clients frequently voice their displeasure by inquiring as to the operation of the firm’s products or the source of their account problems.

Agents that answer inbound calls frequently deal with irate or demanding clients, depending on the topic at hand. It could require more endurance on the receiver’s part during an inbound call.

Outbound calls are intended to send calls out whenever calls are “coming in” on an inbound call. Outbound calls also referred to as “cold calling,” are made to prospective customers in an effort to increase sales or raise the exposure of a company. Lead generation, telemarketing, market analysis, customer satisfaction surveys, and telesales are examples of outbound calls.

You might be asking what distinguishes telemarketing from telesales. While the latter tries to sell, the former is intended to introduce a product to possible customers. You will have a deeper understanding of cold calling if you are aware of their differences.

There are additional characteristics of inbound and outbound calls that can help you differentiate the two, in addition to the primary distinction already described. These calls can vary in terms of their goals, technologies, difficulties, agent training, and business impact.

There are a lot more things you should be aware of about inbound and outbound calls, as well as how to make them efficient so they can benefit your organization. The infographic below goes into greater detail.

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