The two main types of call centers are inbound and outbound call centers. They are used by a number of businesses to accomplish various different tasks.
Inbound call centers most typically are used in customer service and feature employees who mainly take calls from customers who have technical problems and other issues. Outbound call centers for the most part are used to market a product or service to the general public. Both are integral parts of many modern companies and many businesses have both an inbound and outbound call center or a mix of the two.
Main functions of outbound call centers
An outbound call center can do more tasks than just marketing and selling a product. They are also used to conduct market research, follow-up on service calls, and marker surveys. One of the biggest trends in business over the past two decades has been the outsourcing of these services to other companies.
One of the main reasons is savings in cost, and many call center companies have proven more effective in operations than the traditional in-house call centers that were used for years.
Main functions of Inbound call centers
An inbound call center can also do more than simply answer questions. They can sell products to consumers who have questions. Many companies have call centers that are open 24/7 to help customers and aid in customer satisfaction and loyalty.
Like outbound call centers, the trend in recent years has also been to outsource inbound calling centers, often to companies that are located overseas to save money while keeping customer service at a high level.
Importance of a call center in today's business
Both inbound and outbound call centres are important parts of a company that wants to grow its business and expand on their customer bases. A good call center experience for a customer can go a long way in building a business the right way and maintaining a loyal customer base.