The key difference between outbound and inbound call center services is who is initiating the call. An inbound call center handles calls made by consumers. In an outbound call center, agents are the ones dialing the consumers. Types of inbound call center services include traditional telephone answering services, appointment scheduling, customer service, order taking, technical support, and hotline services. Types of outbound call center services include telemarketing, surveys, and reminders.
There are plenty of call centers that are a hybrid, conducting both inbound and outbound call center services. However, many call center businesses choose to be an outbound or an inbound call center and focus on that specialty.