As the name suggests, inbound call centers primarily manage incoming phone calls from both existing and potential customers. Due to the nature of these calls, they typically emphasize customer service.
Inbound call centers are dedicated to addressing inquiries, resolving customer issues, and handling complaints. Since they often represent the primary point of contact for many customers, it's crucial for their representatives to be courteous, supportive, and thoroughly knowledgeable about company policies.
Unlike inbound call centers, outbound call centers are more proactive, placing more calls than they receive. Their primary objective is customer outreach, sales, and company promotion.
Agents in these call centers commonly operate from customer lists, enabling them to engage in sales calls, cold calls, and assisting customers in upgrading their services. Outbound call centers look to build or deepen interest for potential customers to move them further along the purchase funnel.