Inbound vs. Outbound Call Centers: Learn the Difference
What Is the Difference between Inbound—and outbound call centers? If you’re considering setting up a call center for your business , the first thing you’ll need to do is decide whether it will be an inbound or outbound call center. Of course, you probably already know that answer – but do you actually understand the difference? We all know what an inbound call center is. You can even think of it as hostage negotiators – their role is to allow people to “call-in” and voice their complaints, but at the same time prevent them from taking their problems with your company any further. This means they need to handle the call as swiftly as possible and ensure a positive customer experience with your brand at all costs. Call centers can be divided into two different types: Inbound and Outbound . An inbound call center is one that takes calls from customers, whereas an outbound call center is one that places calls to customers on behalf of businesses or organizations. These are vastly differe...