As long as consumers use tablets, marketers must communicate with them via that medium. Traditional telephone support systems may become antiquated, but they remain one of the most sought-after sources of customer support. Following a face-to-face meeting, customer service representatives on the phone have the most "human" touch to the customer experience.
In this blog, we will discuss the key distinctions between the two styles of call centers and how to choose the best fit for you.
What is an Inbound Call Center?
When a customer contacts you through assigned phone numbers or interactive voice response (IVR) phone systems, they hit the Call Center. Inbound callers are typically looking for customer service such as technical support, product information, or assistance with placing an order. According to Google, 61% of smartphone searches result in a phone call. Since these service agents work with clients on a regular basis, working as the brand's voice, they must have excellent listening skills as well as product and business awareness.
Average Wait-Time, Average Talk-Time, Call Volume Statistics (Missed Calls, Abandoned Calls, Total Incoming Phone Calls), and Service Level Agreement Breaches are several KPIs used to measure the performance of Inbound Call Centers (SLA).
The following are few examples of inbound call center services:
Customer Service and Support
A company that wants to compete in today's dynamic environment must have this. Inbound call center agents take pride in delivering exceptional customer service to current and prospective customers via incoming calls. They are the main point of contact with any questions about costs, strategies, or products.
Technical Support
When consumers encounter technological problems such as software/hardware troubleshooting, inbound call center operators can also provide remote tech assistance. In this type of support center, several levels are common, with higher tiers addressing more complex problems.
Inbound Sales
Customers' calls, which are often made to provide advice about which goods to purchase, will, with the right approach, convert warm leads into customers. An inbound agent may provide a smooth shopping experience to customers by assisting them in selecting the right product, placing an order, and even providing a delivery timeline.
What is an Outbound Call Center?
Outbound call centers, on the other hand, are made up of operators who make outgoing calls to a target demographic in order to produce qualified leads or upsell services to current clients. They often interview customers and gather market research. Aside from sound listening skills, outbound calling necessitates resilience. It is important that an agent is not discouraged by rejection. A successful conversion rate for an outbound communication campaign will vary between 2 and 10%. This means that 90-98 percent of respondents would reject the plan. They advise the customer about how the approach meets their needs and, ultimately, win the deal.
Conversion Rate, Request Per Agent, and First Call Close are some of the most commonly used KPIs in an outbound call center.
Outbound Call Center Services include the following:
Lead Generation
The role of an outbound call center representative is to reach out to a certain group of customers who may be involved in their product or service. The agent's job is to help buyers see meaning in the commodity they're selling and to be professionally convincing in order to convert cold leads into warm leads. Which also includes reaching out to and following up with potential clients in order to provide them with a service or product that complements their current situation. One of the main characteristics of a successful outbound customer representative is that they are customer-centric, with the aim of educating the customer rather than reading a robotic or rehearsed script.
Conduct Market Research
In this position, a telemarketing agent is responsible for reaching out to customers to perform surveys and market analysis based on their demographic, age, and so on. They intend to achieve the survey's goals to gather data and recordings. Outbound market analysis is a tried and true method for getting to know a company's customers and determining how a product or service is doing in the market.
Inbound Vs. Outbound
Neither kind of call center is inherently superior to the other. In reality, both strategies can be effective tools for a company's development. Because of the highly dynamic nature of the industry, the majority of companies seek blended assistance in call center solutions. More frequently than not, this involves dividing a bigger call center into two smaller segments – one with customer support departments focused on building customer satisfaction and the other on sales operations.