The goal of any call center is to have satisfied and happy customers, however, there are different ways to achieve them. There are mainly two types of call centers – inbound call centers and outbound call centers. As the name suggests, inbound call centers handle incoming calls only and in contrast, outbound call centers handle outgoing calls only. Here are some of the main differences between them
– ● The success rate of an inbound call center is much more than that of an outbound call center. Mainly because in outbound calls the agents call the customers. It may be for sales, updates, surveys, bill payments, offers, or any other kind of service. The time of contact will not be in the hands of customers so they might be a little irritated with the call whereas in an inbound call center, the customer will be in charge and the time of contact will be convenient for them. ● Inbound call centers use technologies like call monitoring, call control, mute, hold, etc. Whereas outbound call centers use technologies like outbound IVR, dialler, and CMR integration. ● There is a difference in an agent’s training and attitude towards the customers. In inbound calls, the customer is generally in charge and the agent has to be very polite and satisfying whereas in an outbound call center the agent needs to be slightly more persuasive. If you are looking for a good call center provider that also provides outsource chat support, then look no further than Global Response. They deliver excellent customer service through chat support services. To know more about customer support for an ecommerce please visit our Website: Globalresponse.com
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