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Companies frequently use telemarketing to introduce their products and services to potential customers or deal with call volume spikes.Â
While inbound calls are typically about protecting your current business, outbound calls are about expanding that business. Knowing the difference between inbound and outbound calls is essential before deciding which is best for your business.
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When understanding the difference between inbound and outbound calls, the basic aspect of differentiation is the inbound and outbound calls meaning, which can be understood as the difference in who calls whom. And in both these aspects, call centers and call center agents play a crucial role.
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When prospects or customers call in for customer service, this is referred to as an inbound calling. It refers to incoming calls from people who have specific questions or concerns that you must address. Agents in the inbound call center are well-versed in the business and its products and services.
A phone call from a potential customer is a commitment of their time and attention. They’re interested in what you’ve got to offer. The top-tier inbound call center will use this as an opportunity to show the prospect or customer that they are being heard, that they are being helped, and that your company values their business.
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Outgoing calls made by call center agents to customers, potential leads, and business partners are called outbound calls. Outbound calling is a sales or marketing strategy that aims to contact potential customers. Outbound calls can be classified as warm and cold calls.
For outbound call-center representatives, cold calling is their primary responsibility. Using this method, the company can generate more revenue and improve its customer service simultaneously.
Outgoing calls from your company may be the first introduction of your brand to your customer. A top outbound call center will generate leads, convert leads into sales, and gather the information your business relies on from the very first contact with your customers.
Related: Introduction to Outbound Calling For You
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Metric of Understanding Difference | Inbound calling | Outbound calling |
Purpose | Inbound calls pertain to technical support, customer support, and inbound sales. The primary goal of an inbound call is to resolve customer issues and concerns. As a result, customers feel more confident in the company and are more likely to stick around. | Outbound calls are focused on obtaining sales, lead generation, customer retention, and market research. People’s interest in the company and its products and services is a primary goal of outbound calls. |
Technology | Inbound call centers use technology like call monitoring and call transfer to make the process more efficient. | Outbound call center agents benefit from CRM integrations, which allow them to track metrics and have all of their data in one place, as well as from outbound IVR systems, which allow agents to send information proactively across multiple platforms (automated voice calls, social media, SMS or emails) |
Agents training | Because they deal with a wide range of moods and requests, inbound call agents require training that encourages them to be proactive, polite, calm, helpful, and patient. Inbound call centers provide more personalized communication. | Outbound calling agents must be trained to maintain a more sales-oriented attitude and tenacity to keep a person engaged, as their primary goal is to convert leads into customers. This type of call center requires a more aggressive approach to persuasion. |
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Also Read: Complete guide on outbound calling
You must invest in an inbound and outbound call center if you own a business. Because if you want your business to grow, you must prioritize your customers. Inbound calls allow your customers to reach you directly, and outbound calls allow you to connect with prospects and customers in the same way. Attracting and retaining new customers are equally important in today’s business climate.
On the contrary, outbound calls, particularly cold calls, can be a source of irritation for the prospects and may not be a sustainable sales methodology. Also, if inbound and outbound call agents do not sound professional and knowledgeable and cannot assist customers, the company’s reputation may suffer.
Read: Inbound vs Outbound sales
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By understanding the difference between inbound and outbound calls, you can keep your customers happy and help your sales team reach their full potential.Â
So, now that you have the answer to the question, “what is the difference between inbound and outbound calling?” it is essential to note that you need to incorporate both inbound and outbound call strategies that will allow your company to provide a wider range of customer services and benefits in the long run. Call centers form a perfect circle for both incoming and outgoing calls and mutually benefit from one another.
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