Considering the competitive landscape and digital presence, modern organizations are focused on determining what customers prefer. The use of inbound and outbound call service is such an approach towards customer service strategy which has gained a lot of attention in recent years. These tools are there in the market to improve customer support within the organization. This article focuses on highlighting the key differences between the inbound and outbound calls so that you can know what aligns perfectly with your CX strategy.

Inbound Calls Definition

When an organization’s customer service unit receives calls from customers for product enquiries or complaints, it is referred to as inbound calls. Each customer has a different purpose to contact the customer care department. It can be to book an appointment, inquire about the product/ service or make a complaint. Both inbound and outbound calls contribute to the customer loyalty and trust. The following are the types of inbound calls:

1. Customer Support: Inbound and outbound call center have a customer support department to assist customers when they have problems with your product or service. It receives inbound calls from customers to resolve their issues on priority.

2. Inbound Sales: Usually the sales department has the capability of making both inbound and outbound calls. Moreover, inbound sales are concerned with generating calls to make sales pitches to a number of customers. The purpose is to create sales opportunities through each call made.

3. Technical Support: When customers reach your organization to seek any technical assistance, it comes under technical support.

Outbound Calls Definition

Outbound calls are proactively made to boost the sales targets, determined by the organization. Such calls are handled by the marketing department to reach the prospects and offer services with the best deals. Many organizations use it to make the customers notified about a particular product or service. The types of outbound calls are as follows:

1. Lead Generation: Inbound and outbound call centers work for the purpose of generating leads through dialing calls to a number of prospects. 

2. Market Research: When an organization wants to do research on a particular product or service, it uses outbound calls to get the information in real time. Organizations often use outbound calls to get feedback instantly.

3. Telemarketing: Making a Significant contribution to sales, inbound and outbound calls are made to convert leads to sales.

Difference Between Inbound and Outbound Calls

Look at the following table to get the view of differences of inbound and outbound calls:

Conclusion 

In the pursuit of voice-driven interactions, inbound and outbound call management is an important factor in accelerating modern marketing. Conversational marketing is making a strong presence in the market as far as customer satisfaction is concerned. A reliable platform can help your support unit to deliver results faster.