Let’s say that you don’t know anything about what happens in a contact centre. You may read our blogs where you see ‘Inbound’ and ‘Outbound’ used so often and have no idea what these terms even mean. Let’s look at what these terms are and what they mean.
An Inbound Contact Centre
This means that calls come in. Essentially, this is the Customer Service part of the contact centre where a sales pitch isn’t usually necessary. It’s this part of the contact centre that will solve customer problems and queries they might have.
If you’ve had any issues with a product, want to make a complaint or simply want to speak to someone – if you dial the phone, it is an Inbound contact centre that you will be transferred to.
An Outbound Contact Centre
What may come to mind is the ‘Wolf of Wall Street’ movie, because these teams work hard and they sell. They are the people who will call you with a sales pitch and something to offer.
You may be thinking of those people who call you at dinner time with something you’ve never thought of, for a price you probably can’t afford. But there is more than just the stereotype.
These teams do cross-selling, upselling, debt collection, market research, contract renewals, appointment making, contract renewals and so much more.
The basic rule of thumb is – if they call you, they are Outbound calling. If you call them, you are calling an Inbound Contact Centre.
Publish Date: May 25, 2017 5:00 AM
|1.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
|2.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.
Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
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