Call center services can either be inbound or outbound. Inbound call center deals with handling incoming concerns from customers. This may be either for site navigation, device troubleshooting, or further inquiry about a product or service. Nowadays, contact centers use a wider range of channels to service their clients more, such as email, chats, and instant messaging. Inbound services measure KPIs relating to the number of issues they resolve over time.
Outbound call centers, meanwhile, deal with contacting potential and existing customers for different reasons. Mostly, outbound services are used in lead generation and conversion. Virtual assistants also use this for appointment scheduling and confirmation, billing reminders, and data gathering for surveys. Outbound KPIs have different standards since it deals with the costs of making a call over customers converted in a certain period.