Inbound and Outbound Call Centers

Study the difference between the inbound and outbound call centers.
Inbound and Outbound Call Centers


There are several ways in which the call centers communicate with their clients, the type of the contact center is determined by those who initiate the contact. If the contact is initiated by the outside world, the contact center that responds to this contact is referred to as an inbound contact center. And vice versa, if the contact is initiated by the contact center itself, this center is referred to as an outbound contact center.

Clients apply to inbound contact centers mostly to buy something, for example airline tickets; or in order to get some information, for example to obtain technical advice concerning their computer or their car, or to get answers to questions about their utility bill, or because of many other reasons.

To a greater extent companies count on inbound call centers to provide a proactive customer service that later can be used for commercial operations such as up-selling and cross-selling. 

As for the outbound centers, the company’s employees initiate the calls to the clients.  The outbound call center agents might call to inform a client that the product ordered is now available or because the customer hasn’t paid a bill or to solve a problem the client was having. 

The outbound contact centers are usually based on telephone calls because of perception and tradition. Calling to clients is very common, and it’s much more unusual to send them emails.

In case if the companies do send emails to their clients, they always use some mass mailing effort, they don’t send emails personally to each customer. But as it is already said because of people’s perception such cases are very rare. Most people are inclined to categorize unexpected email as spam, but unexpected phone calls are taken easier.