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247 Call Center

A classroom full of computers, desks, and headphones

Inbound vs. Outbound Call Center

Although most people are prone to believe that phone calls are not a big trend anymore, statistics show the opposite. Most customers tend to perceive the phone as a faster medium to get their issues resolved in comparison to other customer service channels. Approximately 80% of customers share this belief. According to the GITNUX market data report 2024, phone calls are still the best way for customers to get their problems resolved. It also makes it easier for the customer to explain the problem in order to get it solved. Call centers still give people a great opportunity to reach out to the company they purchased something from. This way, it makes it easier for people to solve their problems instead of physically going to the offices or waiting for email replies. This and other factors make call centers a very relevant choice and business.

Inbound Call Center Services

Inbound call center services provide the customer with services that are very easily accessible. They are mostly famous for purchasing various items, solving credit card problems, making payments, subscriptions, upgrades, and much more. Basically, inbound call centers are what we usually refer to as customer service. You know that automatic message and little music that you hear when you make a call to a company? That’s what the inbound call center actually is. Some of the systems that are made significantly easier for the customer through inbound calls are:
  •       IT issues
  •       Online shopping
  •       E-banking
  •       Entertainment
All these platforms highly rely on customer service for the main and most important reason: making the client’s life easier and enjoyable.

IT issues

When we have problems with our computers or any technology, most of us tend to ask other people how to solve them. That works in cases where a knowledgeable person regarding the topic is nearby, but on the contrary, it doesn’t resolve the problem. Also, even if you know someone who might solve your problem, you’d rather depend on someone who solves it for sure. In that case, you can use an inbound call center to reach out for tech support and get to contact IT experts.

Online shopping

Much like the previous point, online shopping is also one of the platforms that are being used today. We don’t like it when we purchase a sweater online, and when it arrives, the size doesn’t fit. We can always rely on customer support to resolve this problem and rearrange another order while returning the previous one.

E-banking

Nowadays, many people use e-banking to pay for food, bills, and many other things. Sometimes, your cards might not work for various reasons, and the bank’s customer service can easily tell you what the problem is, solve it, or at least give you guidance on how to proceed next. Also, a very important and common problem is getting your card stolen or losing it. In this case, you can use customer service to block the transactions from that card, and if someone else has it, they can’t use it.

Entertainment

Many apps and services on your phone or PC can have various malfunctions that you can resolve through customer service. Also, upgrading your subscription or updating your details is easily done with a call. There are many other purposes for which you can use inbound call centers; you just need to make the right calls.

Outbound Call Center Services

Along with the inbound call centers, outbound calls also provide various services for the customers. They are somehow the opposite of each other because outbound calls are usually initiated by service providers and are aimed at potential clients and customers.

Marketing

Zendesk also suggests that companies use outbound calls to reach potential customers while marketing their offers. Telemarketing has had significant growth over the past few years, according to an IBIS World analysis, and is expected to continue that way. Companies call potential buyers in order to gain clients, and they also look out to stay up to date with people’s needs and wants.

Appointments

Companies can also contact people to schedule meetings and/or appointments. They reach out to their existing customers or potential clients and discuss various matters over the phone.

Market research

Many service providers can use phone calls to research services, methods, and products for their company’s benefit. This way, they stay updated with people’s needs, and they can provide better service for them. For instance, they can research their competitors and the methods they use and create better options for the client. This contributes to the whole service getting better because of competition.

Sales

Being one of the biggest businesses in the world, salespeople use every opportunity to thrive in the market. Using call centers has proven to be very profitable. Sales agents aim to close deals over the phone and increase their company’s revenue.

Hybrid Call Center

Even though the inbound and outbound call centers have their differences, they can fully function together and in the same organization. This possibility creates a hybrid system, which creates a better customer experience and allows agents to reach out and await calls at the same time.

Final Thoughts

Call center businesses are constantly growing and providing better services for customers. Even though inflation around the world has had an impact on this industry, the industry is still promising to rise and grow. Overall, revenue for telemarketing and call centers is anticipated to expand at a CAGR of 3.1% during the current period, reaching $32.1 billion in 2024. This includes a 2.8% rise in that year. The year 2024 promises to be a very good year for the industry, and for anyone thinking about making a move in the industry, it is a very good time to do so.

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