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Inbound en outbound callcenters (image)

Inbound and outbound callcentres

Published in Callcentres

In an earlier article, we talked about the difference between contact centres and call centres. In short, contact centres handle the communication for their customers over any number of communication channels, while call centres specialize in handling telephone calls.

In this article we will look at what different types of call centres there are, how they are different and how to pick the type of call centre that best suites your organisation's needs.
Inbound call centres

The purpose of premium-rate and freephone numbers is generally to handle as many incoming calls as possible. A well-chosen telephonenumber lowers the barrier for callers to contact you, and a well-trained staff guarantees a positive customer experience. Together they are key to the success of your servicenumber.

Whether we are talking about telephone lines that handle incoming orders, helpdesks or information services; all these depend on the services of inbound call centres.
Outbound call centres

Outbound call centres specialize in outgoing telephone calls. This type of call centre proactively contacts potential or existing customers in the pursuit of sales. This is what is often called telemarketing.

But outbound call centres can also have other goals for their calls, such as after sales services that aims to generate goodwill or telephone inquiries that help create the shape of new products or services.

How successful an outbound call centre is, depends largely on how skilled the call-agents are.

Many contact centres or call centres provide both inbound and outbound services.

If you are looking to outsource your call centre activities, you'll come across anything from very broadly oriented that will any kind of call activity, to highly specialised providers, such as call centres that are specialised in generating leads for financial products. Which type of call centre suits your organisation depends largely on how specialized your organisation's needs are.
Outsourcing to a call centre

Increasingly, even smaller businesses chose to outsource their telephone helpdesk or outbound activities to a call centre. The advantage of outsourcing is that it allows organisations to focus on their core competenties and to lower expenses.

If you would like to know more about outsourcing your call activities, or are looking to start your own call centre, have one of our experts contact you to discuss what we can do for you.

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