Inbound vs Outbound Call Center Solution : Key Difference

[abhishekreve]

Inbound call centers handle incoming calls from customers, while outbound call centers make outgoing calls to prospects or customers. The key differences include:

• Purpose: Inbound call centers handle customer inquiries and provide support, while outbound call centers focus on sales and marketing.
• Call direction: Inbound call centers receive calls, and outbound call centers initiate calls.
• Agent role: Inbound agents provide information and support, while outbound agents proactively engage with potential customers.
• Metrics: Inbound call centers measure response times and customer satisfaction, while outbound call centers track sales and conversion rates.

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