Inbound and outbound play separate roles in a business, but they intersect when it comes to the customer experience. Most of the interactions that occur in an inbound call center involve an agent solving a customer’s problem, so the customer’s experience here naturally has more weight and significance.
That said, outbound agents connect with prospects, people who will hopefully become customers because of the experience they have with a sales rep. Even if your outbound contact center isn’t technically part of your customer service department, the way customers feel about their interactions with your agents is critical to business growth. Every agent, no matter their role, should be empowered to keep prospects and customers happy in every conversation.