In a world where chatbots and email, one would guess that shoppers today rarely call businesses, but on the contrary, the opposite stands true. The phone is still one of the most common tools that provide the closest experience towards face-to-face customer engagement to resolve issues with a company. It makes more sense for companies to increase their capacity for handling incoming and outgoing calls and thereby consider investing in inbound and outbound call centres.
Nowadays, using an omnichannel strategy by call centres for customer service helps reach the greatest possible audience. If the plan is executed right, it can be an excellent approach to meeting customer demand and brand marketing. Getting assistance from the best Inbound and Outbound call centre in India can help boost the business’s growth and help understand the difference between the services offered.
What Is The Difference Between Inbound and Outbound Call Centres?
Call centres play an important role in promoting and marketing any business and providing essential customer support. Each type of call centre is important in its way, and it is thus important to understand the basic difference. The inbound and outbound call centres are distinctively different and help determine the best option for businesses.
Inbound Call Centres
The most important function of an Inbound call centre in India is providing various kinds of customer service. An inbound call centre monitors incoming calls thatcome from existing customers with issues or questions. Some of the most common inbound call centre services:
- Customer Support- Under this category, customers are assisted with issues such as Password changes, updating account information, responding to complaints, etc.
- Payment and Order Processing- Even with the increasing popularity of online shopping, there are some people who place orders over a call. Inbound call centres in India can assist customers through the entire process, from buying to payment-related issues.
- Upgrade and Renewal Inquiries- With the increasing number of subscription-based services, the need to renew or upgrade service has become essential. Inbound Call agents may receive calls from customers wanting to expand their current plan.
Outbound Call Centre Services
On the other hand, an Outbound call centre in India makes outgoing cold calls to potential customers about their products. Agents can also do outbound calls to survey shoppers and collect market research. Some of the important services are:
- Lead Generation– Outbound call centres in India can help generate and qualify leads. An outbound call’s role is to identify opportunities and collect information over the phone to identify if the leads are qualified to purchase.
- Telemarketing- Despite its reputation, telemarketing has shown solid growth over the last five years. Telemarketers pitch their products by getting hold of customers through phone numbers. They help spread awareness about and pitch products to potential customers in a wider pool of locations and demographics.
- Telesales- While telemarketers are tasked with engaging with potential customers in any way possible, while telesales is entirely focused on closing the deals over the phone. The telesales agents pursue promising leads to improve conversions and increase revenue.
- Market Research- Outbound call centre agents conduct market research to better understand their customers and their competition. With the help of the results of market research, businesses can improve their products or services as per the requirements. It can help improve their messaging and reps to develop more effective sales pitches.
Currently, Call centres are the core part of customer service for organizations. Call centres come into the picture in two ways: when a customer calls for support on the mobile phone. Second, when businesses call prospects to make sales or conduct a survey.
The best Inbound and Outbound call centre in India allows businesses to create opportunities for the company to offer a wider range of customer services and benefits. The type of call centre software or services you decide to implement will depend on your overall goals, employee bandwidth and budget. Get in Touch with V3 Outsourcing Solutions Pvt. Ltd for getting your business promoted and better leads with a tailor-made service.