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What Is the Difference between an Inbound and Outbound Call Center?

What is the Difference between an Inbound and Outbound Call Center?

Because we offer virtual call center software, we work with a variety of customers that are either in or are interested in the call center business. For those new to the call centers, you probably have a variety of questions. We’ve interacted with customers all around the world that run call centers so we want to put our knowledge to the test in order to make your business venture easier. One question we get pretty frequently is, “what is the difference between an inbound and outbound call center?” The difference between them can sometimes be confusing so we’ve written this article to help define their function and purpose in the world of call centers.

What is an inbound call center?

An inbound call center deals with a majority of incoming calls. That means that customers or potential customers are phoning you rather than the other way around.

Because of this, most inbound call centers are customer service focused. Customers will call into these types of call centers when they need assistance with the product or service they specialize in.

What is an outbound call center?

An outbound call center is the exact opposite of an inbound call center. Rather than having a majority of your calls come in to your call center, agents in outbound call centers are, for the most part, making outgoing calls.

This definition means that most outbound call centers are sales focused. When agents are making phone calls out of the call center, they’re focused on a list of customers or potential customers that they’d like to get in touch with. Most of the time, this means that they’re targeting them for a sale.

The difference between an inbound and outbound call center

The main difference between an inbound and outbound call center is how a majority of the calls in the call center take place. If more than 50% of your calls are outbound, you’re probably considered an outbound call center. The same goes for an inbound call center.

Understanding the type of call center you are or want to be is important for planning and implementing systems and protocols in your call center. For instance, if you’re primarily an inbound call center, you won’t require some technology like a dialer. On the other hand, if you’re an outbound call center, this definition will help you decide which calling features to utilize such as Call Monitoring, for listening in on live, outgoing, sales calls.

David Wise

David Wise

Chief Executive Officer, Founder at AVOXI
David has more than 18 years of management experience in the telecommunications industry. A graduate of the Citadel, David worked as a Senior Account Executive with Intermedia Communications and later co-founded Rapid Link, a leading provider of International callback and VoIP. David then founded AVOXI in 2001with a focus on providing niche international call center markets with customized voice and data services. read more
David Wise
David Wise

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