Inbound vs Outbound Call Center

When it comes to call centers, there are basically two types: inbound and outbound call centers. Both use advanced software to improve the efficiency of operations and maximize the effectiveness and productivity of the agents working in a call center. While many call center software systems are capable of providing both, it’s still important to recognize key differences between inbound and outbound call centers so you know what to look for when making a decision on which virtual call center solution will best serve your business needs.

What is an inbound call center?

The ‘inbound’ refers to the direction of the call just as the name suggests. Inbound call centers receive and handle phone calls from current and potential customers. Instead of actively making calls, inbound call center agents react to situations initiated by customers and find effective ways to resolve them accordingly.

Inbound callers are usually seeking technical support and product or service assistance. Given the nature of these calls, inbound call centers tend to focus more on customer service. Considering the growing customer demands for immediate service, many inbound call centers are expected to be available 24/7. The staff is typically hired based on the number of anticipated calls.

Most inbound call center service providers rely on the IVR (Interactive Voice Response) technology and intelligent call routing systems to ensure callers are connected to the right agents. The idea behind designing inbound call center solutions is to keep agents as busy as possible, reduce the number of call drops and cut down call waiting times.

Top inbound calling metrics to measure

• First Call Resolution (FCR) - The percentage of calls resolved on the first contact
• Average Speed of Answer - How quickly calls are answered
• Average Handle Time - The total time spent on a call including hold time
• Abandoned Call Rate - The percentage of calls that are disconnected before reaching an agent
• Average Call Transfer Rate - How often calls are transferred between agents
• Customer Satisfaction Score (CSAT) - Customer satisfaction ratings

Types of inbound call center services

Customer service

Providing customer service before, during, and after the purchase is a primary objective of inbound calling. The agents should be equipped to handle all types of customer inquiries. This includes product/service issues, questions about prices/policies/practices, account updates, customer feedback, and complaints, etc.

Technical support

Inbound calling agents may also provide technical support to customers. For instance, troubleshooting and resolving tech-related issues, configuring equipment or software, etc. Tech support is usually broken up into levels (or tiers), with higher ones handling more complex problems. These agents usually require technical knowledge and hard skills.

Receiving orders

Taking orders from customers is another common call center duty of inbound agents. It involves assisting customers in placing orders and processing them to ensure timely delivery, as well as eliminating customer concerns. The efficient performance of agents can additionally help businesses to increase overall sales.

Inbound sales

There are cases when agents receive calls from prospective buyers who are looking for more information about a company’s products or services. In that situation, they should provide inbound sales services. It generally means capitalizing on the opportunity to motivate callers, preferably turn warm leads into clients, or at the very least, adding them to the database for future sales.

What is an outbound call center?

In contrast to inbound call centers, outbound call centers are making outgoing calls, for the most part. Businesses use outbound call centers mainly for making sales calls to existing customers. For instance, for renewals/upgrades, cross-selling, up-selling, or reaching out to prospective clients with cold calls. Therefore, most outbound call centers primarily focus on sales.

Outbound call center agents may also call customers to offer proactive customer service, perform customer satisfaction surveys, conduct market research, collect debts or book appointments. Agents typically work with the lists of customers and prospects to get in touch with. Thus, use a CRM system to track and manage their interactions.

Outbound calls are usually made either manually or automatically via different types of dialers. The dialers allow agents to make more outbound calls in a stipulated time frame, reduce idle times, and increase their productivity.

Top Outbound call metrics to measure

• Conversion rate - Percentage of calls that resulted in a successful sale
• Calls per agent - Number of calls made by each agent
• Calls per account - Number of calls made to each customer account
• First call close (FCC) - Percentage of sales closed on the first call
• Hit rate - Percentage of calls that reach a live person
• Average call length - Duration of calls
• Average hold time - Time customers spend on hold
• Occupancy rate - Percentage of time agents spend on calls
• Abandoned call ratio - Percentage of calls disconnected before completion
• Call quality - Assessment of call quality and agent performance

Types of outbound call center services

Lead generation / telemarketing

Outbound call centers use software solutions to gather information about the prospects. They use this data to increase customer interest in a company’s products or services. A number of outsourcing outbound call centers particularly specialize in lead generation and telemarketing. Therefore, helping businesses in acquiring more potential customers, promoting their products, and increasing sales.

Customer surveys

Outbound call center agents also conduct market research and customer surveys. These services are very often outsourced to outbound call centers. Furthermore, used by companies and organizations to discover how customers react to their marketing efforts or to track customer satisfaction with their products or services.

Appointment scheduling

Both B2B and B2C businesses use appointment scheduling and booking calling center services to set up appointments with prospective clients. These are mostly used by service-oriented businesses, health care organizations, real estate segment, mortgage, financial, and insurance industries. B2B appointment scheduling is also used when products or services are complex in nature and require proper demonstration.

Debt collection

Debt collection services require agents to call individuals or entities that owe money to a business in an attempt to convince debtors to begin repayment. There are specialized debt collection call centers that are staffed by trained and certified collection agents. Consequently, the agents will have knowledge about the type of debt, the debtor’s profile, and offer different ways of negotiating.

Blended inbound & outbound call center software

Considering today’s market needs, the majority of modern call center software solutions are blended and support both inbound and outbound calling capabilities. Thus, enabling businesses to provide both inbound and outbound call center services. Larger call centers are often split between inbound agents handling customer support and outbound agents involved in sales activity. Whereas in smaller call centers the agents may manage both – inbound and outbound calls.

For businesses looking to offer customer service and support for inbound communications as well as reach out to customers proactively through outbound communications, a blended inbound and outbound call center software would be a preferred solution.

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