In or Out?

Most call centers’ services are classified into two categories, namely the inbound support, which local call centers cater to most – and the outbound service, which is increasing rapidly as well.

In inbound calls, customers are placed in a queue until another agent can take a call again. Usually, customers are routed from automated phone systems that allows customers to choose from the different options the service that suits them best. This also allows companies to save time and money by directing customers into different sectors via automated means, instead of hiring live reps to connect the calls. The usual inbound services that call centres offer are billing concerns, technical support, and product inquiry, though it may also attend to calls regarding directory services, reservations and most recently, fastfood orders.

On the other hand, outbound call centers are the one who makes the calls. These are often being serviced for companies who needs regular updates from their customers. Examples are debt & credit card collection, surveys, fund-raising organizations, and of course, telemarketing.

Although most centers require their agents to do either inbound OR outbound calls, some companies are now introducing the concept of catering to both at the same time in order to lower costs and maximize revenues. The idea is to maximize the potential time that an agent spends without a phone call by making them do outbound calls, or vise versa.

Not only do call centers or BPO offices offers these practices, they also offer back office support such as web developing/design, email support, copywriting, and such. All in all, taking calls is just the tip of the iceberg, the call center cum BPO industry does offer more than you can imagine.