Inbound calls are incoming calls to a call center from customers who want to discuss their requirements with an assistant. Generally, IVR calls relate to customer support or service enquiries, but they can also be sales or marketing calls on an IVR number. Inbound call centers must have a team of executives or agents who answer every incoming call and help callers with their requirements and doubts.
Inbound calling makes agents efficient and enables 24×7 service support. Inbound calls can be received over the mobile network and over a SIP line as well. On the other side, some call centers have agents make outbound calls to databases to connect with potential leads and convert them into deals; they also typically make outbound calls when they miss an inbound call. This is usually done to sell a company’s product or service and generate sales.
Inbound vs outbound IVR: which one does your call center need?
In this blog we explain both, so you can easily understand which one your call center needs.
Outbound calls
In call centers, outbound calls can be made in multiple ways, such as through a manual dialer or an auto dialer. With a manual dialer, representatives dial the numbers they want to reach by hand. With an auto dialer, the admin or manager assigns a database to agents, the system dials the numbers, and only answered calls are connected to agents. Just like inbound calls, outbound calls can be made from a mobile as well as from a laptop or desktop.
On every outbound call, a pre-recorded message can be played to customers before the call is connected to the agent. The same message can be played when a customer contacts a company for help with a product or service.
Inbound sales calls
Incoming and outgoing calls are most often used for customer service support, and for lead generation as well — for example, when an existing customer wants assistance with billing, product issues or any other service or support concern. Automated inbound and outbound calls make call center work easy and efficient.
Types of outbound calls
Many types of outbound calling solutions are available in the market nowadays. Some of them are listed below:
- Bulk voice calls — Send pre-recorded messages to a large list of numbers at the same time.
- Manual calls — With a manual dialer, the agent dials each number by hand to place a call.
- Preview dialer — The admin uploads data for agents, and each contact pops up for the agent with the option to call or cancel.
- Sequential dialer — The admin assigns data to agents from the admin panel, and once the agent logs in, the system dials the numbers automatically in sequence.
- Predictive dialer — The admin gets a call-speed control option, which can be customized to match agent availability.
- OBD IVR — Pre-recorded messages with extensions are played; once the customer presses an extension, the call is transferred to the dedicated department.
Conclusion
There are many service providers in the market offering inbound and outbound services for businesses. Cloudshope Technologies Pvt. Ltd. provides not only good services at reasonable prices but also good support. The uniqueness of Cloudshope’s panel is that it is fully customizable — Cloudshope provides a solution as per each client’s requirement. A further advantage is a 7-day free trial, so users can get to know the panel. To know more about inbound and outbound calling, visit www.cloudshope.com and connect with our experts.
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