Inbound and outbound. These words are nothing new in the marketplace, in fact, most of the time they go in conjunction with one another and this leads to misconceptions.

Hence, understanding their importance can be crucial for your business, and that’s why, in this article, you will finally find out what do they mean, and which option may be the best for your needs!

Inbound – What does this service really mean?

To understand the importance of inbound call services, all it takes is to put yourself in the shoes of the customers.

Let’s say, you’re having a dilemma about a certain product/service, and you seek answers.

What’s the next thing you do? Write an e-mail? Call the number written on the website/social media.

The ones responsible for providing the right information and answers to your inquiries are the agents that work in the inbound department.

In practice, inbound call center services focus on two key things: assistance and response within time!

The services include resolving payment processes, guiding the customer through the process of ordering products, etc.

Therefore, you’ll whether completely miss or hit when choosing a quality inbound call center.

Fortunately, Legendary-Swiss does an amazing job in providing this type of service, since we make sure that the number of clients does not exceed the number of actual agents.

So, there will not be such things as a “busy line”, or multiple clients waiting in line to be served. Why? Because we know the struggle and that time is scarce in the 21st century.

If we don’t serve the client, someone else will take care of it – this includes your and our competitors.

To summarize their tasks, in general, inbound call centers do the following things:

• respond and receive phone calls;
• receive and respond to messages or emails;
• manage, maintain, and update customer database;
• report on customer feedback;
• identify and present what customers may struggle with;

Outbound – What does this service really mean?

The first thing that should associate you with “outbound” is cold calling and reaching as many people as possible.

Outbound call centers consist of a group of specialized agents who have the necessary skills for negotiating, lead generation, telemarketing,  and of course – sales.

They are the ones responsible for presenting your product/service in the best possible way to your potential clients.

In comparison to inbound call centers, outbound call centers do not receive incoming calls, but quite the opposite – they are the ones that initiate a call.

Apart from “cold calling”, outbound calls can be warm calls as well, since businesses have to nurture existing customers and look for new ones.

If you know their previous buying behavior or needs, then warm calls should surely be one of your business goals.

Just to let you know, outbound call agents are responsible for the following tasks:

• build long-lasting relationships;
• acquire new customers and nurture the existing ones;
• hit sales targets;
• present new or existing products to clients;

As you can see, inbound and outbound call centers are similar, but not entirely the same, although both of them are keen on providing the best possible customer service.

What option is the best for your business?

Even though this decision should entirely be brought by you, we will try to give you some hints that can help you achieve your business goals.

For example, if your business sells services or products, let your marketing department take care of the strategy, but, at the same time, hire an outbound call center as well.

The reason behind this is very simple though.

Outbound call centers can directly persuade potential clients to try your products/services since the marketing message isn’t tailored for a broad audience.

What appears interesting for some people does not represent a general rule for all.

In contrast to outbound call centers, your business will likely need inbound call services if you already have an established group of clients. Or, you seek to acquire more.

Inquiries by your customers should always be responded to as quickly as possible because this can ultimately boost your profits even more.

Conclusion

By now,  we hope that you are already familiar with the inbound and outbound services. If the answer is yes, then do not hesitate to contact us!

We will be more than happy to help you achieve your business goals and to elevate your customer satisfaction rates to a whole new level!

P.S do not forget to check out our previous blog post, especially if you want to find out what are the 5 Benefits of using outsourcing call center services!