Inbound or Outbound Contact Center: What are the differences

The contact center can be an excellent opportunity for earning thanks to the part-time formula that it generally offers. Both for students, as it also allows them to have time to study and follow university courses. Both for homemakers, who perhaps have time for their household chores and the care of their children. Of course, everyone aspires to the inbound contact center that provides customer care because calls are received and not made. So “we just” answer customers to provide information and explanations.

At the same time, outbound is more challenging, as you need to call potential customers to sell products and services in the hope of closing contracts. But the contact center can also be a great business opportunity. That is, we start our own company to take care of it.
This reading will deal with a few contact center bases: What is a call center? What are the differences between inbound and outbound contact centers and the advantages that each has?


Contact center what it is

woman in black blazer sitting on black office chair


Let’s start from the basics: what is a contact center? As its name suggests, it is a call center. People working here are responsible for the sale of products or services and customer service. Until the 90s, this activity was exclusive to large companies in charge of customer care, surveys, or telemarketing. Since the 2000s, thanks to the spread of modern telematics systems, it is possible to start a company in this sector also on its own. Plus, it is possible to work remotely and use collaborators, also operating remotely.


Contact center inbound and outbound differences


What are the differences between an outbound and an inbound contact center? Opting for one or the other can change the way you run your business. An outbound call center is, as mentioned above, selling, and promoting products or services by calling a list of potential customers. The outbound service, although it already existed, has exploded since the late 2000s. In addition to sales, the outbound also deals with political polls, with a view to elections at different institutional levels. Or even questioning the approval of a new service launched a television program, or an entire channel. Usually, an outbound call center’s contract is based on a fixed plus commission based on “closed” deals (i.e., signed by the caller). Rarely is it based only on fixed or only on commissions. The commissions are used to stimulate the operator to conclude more contracts and ensure their usefulness.

The inbound contact center, instead, is responsible for incoming calls. Therefore, the operator must respond to the user who calls for information, to make a complaint or report a malfunction. It is provided, therefore, by companies that provide services or sell products. Usually, the fee for an inbound call center operator is fixed.


Inbound and outbound call centers, which one should open


What type of call center should I open? Inbound or Outbound? Again, it depends. In particular, it depends on the attitudes and organizational skills of those who decide to open one. For example, those who can train, manage, and coordinate a group of vendors may find the outbound type preferable. Those who have a greater attitude toward theoretical-technical training might prefer to start an inbound type in a particular field. However, there is no lack of companies that do both inbound and outbound. However, this requires a fair amount of initial capital, as more employees and more space are needed.


Katrium operates as an outsourcing company that provides diverse types of services. The contact center is a way for the company to reach their customers and do what they want you to do. Not only when they have problems but also for other purposes. Having a good customer relationship through the implementation of the right contact center is the primary goal of Katrium.

Your problem is Katrium’s problem. And the contact center will do anything to solve it and will never leave the customers alone. Outbound calls are also made by the contact center thanks to the help of Katrium. These calls aim to reach specific group targets’ needs to obtain information and, eventually, conduct research. To attain the customers’ trust, companies should build strong relationships with the customers. Katrium can do it by establishing a valuable connection and communication between the customers and the company itself. Each service is thought and tailored to satisfy different companies’ needs, and Katrium will do it for you.

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