Inbound and
Outbound Call Centers
Call centers are hubs used in connecting customers to the agents.
Inbound Call Center
Inbound Call Center is a call center set up for the purpose of receiving incoming call from the customers. The support team on this note, monitors the inbound center because calls tend to come from existing customers with one issues or the other.
Inbound Call Center is different from Outbound Call Center even though both are call centers.
Outbound Call Center
Outbound call centers are mainly call centers used in making outgoing calls to shoppers and potential customers. Outbound call centers are also often used to survey shoppers and collect research information on the market.
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Differences Inbound VS Outbound Call Centers Services
Services by Inbound Call Center
Customer service
Agents provide customer service before, during and after the purchase.
Troubleshooting
Agents provide technical answers and evaluate problems related to products as per the customer's requirements.
Inbound sales
Giving a brief about the product whenever the customers enquire about it.
Services by Outbound Call Center
Telecommerce
Agents make outbound calls to promote the products and services to the customers.
Lead generation
Helps in finding the right set of customers for pitching of the products or services.
Customer survey
Agents make calls for finding out customer needs and resolving their issues.
My Country Mobile offers solution to power all kinds of call centers to easy communication and collaboration between agents and customers for optimum business growth.
Hence, we provide inbound and outbound call center services. Importantly, JD Power performed a survey that showed that 30% of customers use IVR menus to interact with agents which is part of the features of the solution we offer to our customers
Again, with our inbound call center solution, you can setup the inbound call center in minutes without any hassles.
What is an Inbound Call?
An inbound call is a call that takes place when a customer or prospect initiate contact with your business. And because you don't know what the customer or prospect needs until you talk to them, this type of support is often referred to as reactive support: they call, you react.
What is an Outbound call
An outbound call is one initiated by a call center agent to a customer on behalf of a call center or client. Outbound calls are typically made to prospective customers and focus on sales, lead generation, telemarketing and fundraising.
Challenges Face by Outbound Call Centers
There are challenges bedeviling the outbound call center system which are always nightmares to most businesses. Some of them include:
- Agent Attrition
- Low Customer Satisfaction
- Not Putting Employees First
- Too Many Tools
- Struggling To Boost Performance
- Agents Are Not Retaining Information Well
- Agents Struggle To Concentrate.
Difference between a Contact center and a Call center
Call Center
Both Call Centers and Contact centers provide the same customer support services with certain similarities but many differences.
They are different in terms of:
- Channels
- Data
- Customer self-service
- Agent skills
- Technology
Furthermore, a call center handles customer support operation that offers sales and service support via inbound and outside phone calls. This is an important distinction between call centers and call centers.
Outbound phone calls don’t offer service via any other channels such as email, outbound calls chat, and social media.
Secondly call centers have specially trained customer service representatives that can manage outgoing call to be able to assist t customers in many areas.
In addition, outbound agents often focus on collections, sales, and fundraising.
Contact Center
A contact center is a central point from which organizations manage all customer interactions across various channels. Their primary purpose is to offer customers efficient and effective.
Contact center offers sales and service support via inbound and outside phone calls.
Why Business Needs Telecalling?
The act of using telephone to generate leads for a business is referred to as Telecalling.
The following are some of the reasons businesses need telecalling
provide a more interactive and personal sale service
create an immediate rapport with your customers
explain technical issues more clearly
generate leads and appointments
sell from a distance to increase your sales territory
reach more customers than with in-person sales calls
sell to both existing and new customers
achieve results that are measurable
You’ve heard of teleconferences, but have you ever heard of telecalls? Unlike a traditional conference call, A telecall is a video conference call. where everyone participating in the ring can see one another.
Also it is pretty helpful when conducting business meetings or virtual training.
All of them are great opportunities for business growth. At My Country Mobile, we are positioned to service your business in all areas.
