June 10, 2022

Inbound vs Outbound Calls: What’s the Difference in Customer Service?

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Inbound vs Outbound Calls: What's the Difference in Customer Service?

It’s no secret that inbound and outbound phone calls play a huge role in customer service. In fact, many people consider call center services to be the backbone of good customer service. So, what’s the difference between inbound and outbound calls? And which one is better for your business? Keep reading to find out.

Inbound vs outbound calls: What are inbound calls?

Inbound calls are phone calls that come into a call center from customers or potential customers. Most inbound calls are related to customer service, but they can also be sales or marketing calls. Inbound call centers typically have a team of customer service representatives who answer inbound calls and help customers with their needs. The inbound call center agents work with customers to resolve their issues as efficiently as possible.

Types of inbound calls

Technical support

Inbound technical support calls are when a customer contacts a company for help with a product or service. 

Inbound calls are phone calls that come into a call center from customers or potential customers

Inbound sales

In inbound sales, calls are generated when a potential customer expresses interest in your product or services- typically through an online form or advertisement.  

Customer service

These inbound calls are when an existing customer needs assistance with billing, product issues, or has questions about their account. 

Inbound vs outbound calls: What are outbound calls?

Outbound call centers, on the other hand, are where company representatives contact customers, typically when they’re not expecting it. This is usually done to sell a product or service, but it can also be for customer follow-up or surveys. In most cases, outbound call center agents are given a script to follow to make the pitch as smooth as possible.

Types of outbound calls

Besides political organizations and a few other outliers, most outbound calls focus on sales as the main goal. There are two main types of outbound calls: cold calls and warm calls.  

Cold calls are when the customer has had no prior interaction with the company. Whereas warm calls are when the customer has had some interaction with the company, such as signing up for a newsletter or requesting more information. 

 There are two main types of outbound calls: cold calls and warm calls

Cold calls are most common for contact centers. Here are a few types of outbound cold calls.

Appointment setting

The goal of this type of call is to set up an in-person meeting or phone call between the customer and a sales representative. 

Lead generation

The goal of lead generation calls is to get potential customers interested in your product or service. 

Telemarketing: This is when businesses make calls to promote their product or service, usually to make a sale.

Market research

Companies will often make outbound calls to collect customer feedback or learn more about a market.

So, which is better?

The answer may surprise you. While inbound calls have been on the decline in recent years, they are still important for businesses that rely heavily on customer service. In fact, inbound calls are typically more complex and time-consuming than outbound calls, so they require more experienced call center agents.

Outbound call centers, on the other hand, have been growing in popularity. This is because they’re usually less expensive to set up and run, and they can be very effective at generating leads and making sales.

Inbound calls are generally considered to be better for business because they provide an opportunity for the company to build a relationship with the customer. Outbound calls, while they can be effective, are often seen as intrusive and can damage relationships with customers. 

Of course, there are exceptions to every rule. In some cases, outbound calls may be necessary to reach a wider audience or follow up with customers who have already shown an interest in your product or service.

Ultimately, the decision of whether to have an inbound or outbound call center (or a blended one) will come down to your specific business needs. If you’re not sure which is right for you, we recommend doing some additional research based on your specific business type. LiveVox offers an entire suite of both inbound call center solutions as well as outbound call center solutions to fit multiple business use-cases. 

One of the most important factors in selecting call center software is integration with your current systems and operations compliance. At LiveVox, we believe businesses should have the option to supplement rather than replace their existing systems with a simplified API approach, so agents get up and running quickly. 

We also simplify risk management with embedded compliance controls spanning CTIA, CAN-SPAM, CFPB, PCI, and other compliance-related considerations. Read more about our cloud-based contact center solutions today.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; New York City; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.

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