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In an outbound call center, representatives are the one making the calls to potential customers and clients; whereas, an inbound call center functions in the exact opposite way: potential customers and clients are calling the customer service representatives.
An example of an inbound call center would be when you see an infomercial on the television screen and you decide to call the number in order to purchase a product. An example of an outbound call center would be when you receive a phone call from a company that is trying to sell you a product or service, such as a newspaper company.
Inbound call center mostly caters to incoming calls from customers needing support the product or service they specialize in, e.g. tech support or order taking while in outbound call centers the agents mostly make outgoing calls and offer their products to generate clients/customers, common common example are telemarketing and surveys.
Inbound call centre are mainly focused on incomming calls, here client calls for thier quaries and to get information, forexample Helpdesk customer service.
Outbound call centre are mainly focused on sale, or can be called as sales sales calls, where agent call clients for sale and marketing
Inbound call center..........where customer call if the customer have the query or he need first hand info to resolve the issue or query.
Outbound call : where agent call to the prospect client
The main difference between the two is for inbound call center, the clients are the one who calls with regards to their service. In example for telecommunications, they would like to check how to upgrade their data plan or check their balance. On the other hand an outbound call center, the CSR's are the one who's calling their potential customers. Usually it involves upselling, retention or simply a telemarketing call.
Inbound call center is the entity that manage incoming calls
Outbound call center is the entity that make calls to customers for campaigns and other stuff.
Inbounds call centre are those call centres/operations where the etreprise have the policy/Nature of business- not to make a call to the customers from their own (Just opposite to Tele-Callers).They will receive call directly from the customers looking for the product, services or support.Now the question is why will customer directly call them ? Actually , there is the marketing team behind this.Ther are creating leads for the sales team through mutiple marketing tools, may it be google adwords,Facebook,Linkedin,etc.so that potential customers will come to their ads on different channels and will book their interest with the sales team.
where in inbound call center customer will call the agent to clarify or resolve their issues related to the services or products .
where in outbound call center, agent call the customers or people to sale or promote their product
The INBOUND CALLS is called initiated by the customers or in other word incoming calls while the OUTBOUND CALLS is one which the call center agents make the outbound calls to the customers or in other outgoing calls.
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