What's the Difference Between Inbound and Outbound Call Centers?

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Inbound vs. Outbound

Are you trying to grow your business through direct sales calls? Do you need help fielding customer service calls so that your staff can concentrate on other aspects of your business? You might want to consider enlisting the help of a call center. Outbound and inbound call centers are two components of the same system – marketing to customers via telephone.

So how do you know what you need: an inbound or outbound call center? Find out what each type of call center does to determine what you need for your marketing campaign.

which one?

Outbound Call Centers

Outbound call centers, frequently referred to as telemarketing call centers, specialize in making calls on your behalf. For the most part, you can view outbound call centers as sales/lead focused. Agents target potential customers by working through a prospect list. Of note, telemarketers handle both B2B and B2C sales, so they cover a broad range of industries.

Outbound Call Center Services:

Learn More: How to Pick the Right Telemarketing Call Center

Inbound Call Centers

An inbound call center specializes in answering all sorts of incoming business calls. This means that most inbound call centers are customer service focused which translated to customers calling you rather than the other way around. It is important that telephone agents are trained properly in customer relationship management (CRM) strategies.

Inbound Call Center Services:

  • Phone Orders
  • Customer Service
  • Technical Support
  • Inbound Lead Qualifying
  • Answering Services

Learn More: The 5 Key Ingredients of a High-Quality Call Center

Some call centers, known as consolidated call centers, combine inbound and outbound services. If you are looking for more than one service, consider a consolidated center to meet your multiple marketing campaign needs at a single location. However, specialized call centers may be better suited to your marketing campaign.

Learn More

Let us help you with your research. You can find out everything you need to know about inbound and outbound call centers in our buyer’s guides.

Telemarketing Buyer’s Guide

Inbound Call Center Buyer’s Guide

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