What are Inbound and Outbound call centers

Want to know which kind of BPO your company is looking for? Not sure about which BPO is the right choice? Want to know the difference between an inbound and an outbound call centre?

Inbound BPO Call Centre

An inbound call centre is there to see to the majority of your incoming calls. It basically means that your customers or potential customers will be phoning you for business or information about your company instead of the other way around.

Most inbound call centres revolve around customer service. Existing clients and new customers will call into these types of call centres whenever they are in need of assistance with a service or a product that the inbound call centre specializes in. For example, if you are having trouble with your Cell C account or need more information about your Standard Bank credit card and can’t make it to a branch, you can call in and get the information you are looking for from trained professional call centre agents hired by the company.

On the other side, an outbound call centre is the exact opposite of an inbound call centre. At an outbound call centre, you will find professional call centre agents who are making calls to new potential customers and existing clients instead of receiving them. It is here that outbound call centre agents will be focused mainly on sales. Usually, when call centre agents are making phone calls out of the call centre they are working on a focused list of customers that are both new and existing that they would like to get in touch with so as to pitch them a new product or to find out if they might be interested in an upgrade on an existing deal. Most of the time, when call centre agents are calling out from the call centre, this means that they are targeting their list of customers and potential customers for a sale.


Outbound BPO Call Centre

Outbound call centres are more orientated towards personalized marketing and sales. Outbound call centre agent calls will streamline the process of finding new customers for the business and save companies a lot of time and effort to achieve their sales goals. As they have to maintain the data of the customers who ask for call backs or may be busy at the time of calling, the companies that hire them will have very little administration to do on their own end. Around 90% of the customers who show a valid interest will go outdated if proper outsourcing is not provided.

For companies of all sizes, big or small, growth is important and it highly important that they use their resources correctly when developing their core competencies. Wasting manpower and time doing jobs which can easily be outsourced to trained professionals at an affordable price is not a good practice.

Many companies now-a-days prefer to use an inbound and outbound call centre to save themselves time and money.

Why Choose iContact

It’s no wonder Business Process Outsourcing is a growing business trend. By employing a BPO service provider to take care of non-core business processes, an organisation is able to focus on their core competencies and goals.

iContact is a specialised BPO operation based in South Africa that can offer highly tailored services to businesses anywhere in the world.

We are a large-scale, owner-run operation that can provide specialised agents with specific skill sets. We train and coach our agents to meet your stringent requirements. Our service offering is backed by our bespoke software system and the latest technology.

iContact provides customer care, technical support, customer acquisition, analytics, and a range of other BPO/S services.

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