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Difference inbound and outbound call centers

Published in Callcentres

In a previous article, we explained the difference between contact centres and call centres: contact centres handle communication with consumers and relations through various contact channels (voice, email, text, chat), while call centres operate exclusively by phone. There can also be big differences between call centres themselves. Which type of call centre is most suitable for your business depends mainly on its requirements. We list the types of call centres below, together with examples. This will give you a good idea of the type of call centre that best suits your organisation.

Inbound callcenters

All Belfabriek clients receive inbound phone calls. A regular phone number or name number lowers the threshold for callers, inbound marketing ensures inbound enquiries and leads, and well-trained and experienced colleagues ensure a pleasant customer experience.
From order lines to help desks, information lines and emergency services, inbound call centres have many different customers for whom inbound calls need to be processed.

Outbound callcenters

A call centre that focuses on outbound calls is called an outbound call centre. This type of call centre proactively seeks contact with potential or existing customers, with call centre staff pursuing leads or sales. The well-known term for this is telemarketing which is a form of outbound marketing.

Outbound call centres can also have less commercial motives, by creating goodwill with after-care or gathering ideas for new products or services through surveying. The success of an outbound call centre depends heavily on the experience of its employees. Many contact centres or call centres are a mix, involving both inbound and outbound calls. If you wish to outsource telephone customer contact, you will come across very broad-based call centres, but also highly specialised ones, where a call centre has dedicated itself entirely to inbound and outbound marketing for financial products, for example, and handling customer contact with the potential customers.

Outsource to an inbound call centre

Many large, but also increasingly small companies choose to outsource their telephone helpdesk to a general or specialised inbound call centre. Outsourcing happens mainly at the business-to-business level. The advantage of outsourcing to an inbound call centre is that it allows a company to focus on its core business, thus saving costs.

Setting up your own call centre?

Of course, you don't have to outsource everything. By keeping telephone activities in-house, you have maximum control over this, which benefits the service level.
Whichever option you choose, if you purchase the phone number from us you will always be flexible.
Contact us today to discuss the possibilities!

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