Inbound and outbound calls are crucial in business management and customer acquisition. Many companies now use third-party services to handle these calls, helping them keep more customers and grow their business. But what exactly are inbound and outbound calls, and how do they differ? Let's explore the differences and how each type can benefit your business.
What Are Inbound Calls?
Inbound calls are those made to your company by existing or potential customers. These calls are often service-oriented and typically include inquiries. For existing customers, inbound calls might involve questions about billing, technical support, subscription renewals or cancellations, or membership upgrades. Prospective customers may call to ask about specific products or services.
Inbound calls, including complaints, are part of the customer service representatives' training. They are prepared to handle these situations calmly, politely, and effectively.
What Are Outbound Calls?
With outbound calls, the company initiates the call to the customer for various reasons, primarily focusing on customer retention and outreach to prospective customers. Unlike the service-based nature of inbound calls, outbound calls are more sales-oriented.
Leveraging big data, metrics, and key performance indicators, companies can actively reach out to potential customers and guide them further down the sales funnel. For existing clients, proactive outreach helps foster positive company-to-client relations.
Contrary to popular belief, most outbound calls are warm rather than cold. A warm call is only initiated after the prospective customer has expressed interest, such as joining the company’s social media page.
Examples of Outbound Calls
- Sending current customers a courtesy reminder that their subscription requires renewal
- Contacting customers with exclusive limited-time offers
- Sending further information to potential customers who have made an enquiry
- Sending offers or deals to potential customers after the end of a free trial they signed up for
- Sending surveys (important for data analytics)
How Are Inbound and Outbound Call Centers Different?
While there is some overlap, the goals of inbound and outbound calls are different. Inbound call staff are trained to quickly and professionally resolve customer issues and complaints. On the other hand, outbound call staff focus more on sales. They aim to convert new customers or encourage existing ones to upgrade their membership or try new products. Both types of staff are trained to be courteous and professional at all times.
When outsourcing calling duties, knowing what a third-party call center specializes in is important. Depending on the size of the company and its customer base, businesses may choose to outsource inbound calls, outbound calls, or both.
Outsource Inbound and Outbound Calls to Select VoiceCom
Select VoiceCom’s call center has specialized departments that handle both inbound and outbound calls across various industries. Based in the Philippines, we manage calls for countless companies in the U.S., U.K., Canada, Australia, and Singapore. Our services ensure customer retention, recruitment, and satisfaction.
Are you looking for a reliable BPO company that offers outsourced outbound call center services? Reach out to SVC and see how we can help you achieve your business goals.