What is the difference between inbound and outbound call center?
As an inbound call center agent, you would take calls from customers regarding technical support or related issues to try and resolve them over the call. As the representative of your client, you need to resolve their complaints and queries with your best behaviour.
Additionally, your duties would include making the customer aware about your client’s other products and services, update them about any new developments, and develop and document the customer relationship data on a software system such as a Customer Relationship Management (CRM) software.
As an outbound call centre agent, your job would be to sell products or services on your client’s behalf to prospective customers through calls. These calls can be for a number of purposes including telemarketing , sales, fundraising and surveys. This type of job is more demanding as you need to be prepared for multiple rejections and rude customers.
Apart from making calls to customers, as an outbound call centre agent you would be expected to maintain an in-depth knowledge of the company products and services, pitch or recommend new products and services to customers, and schedule sales appointments.
Across these call centre jobs, you could represent companies or clients such as retailers, insurance providers, utility companies, healthcare centres and hotels, to name a few.