What kind of calls do call centers service?
Two kinds of calls are made at a call center- inbound and outbound calls. Inbound calls are those that are coming in from outside and are received at the center- where the customer calls to find out details of a product, or seek help with a product they have already bought. The product may be a washing machine, a credit card, or even a computer. The call center’s main job is to ensure that the customer is attended to and that there is someone to solve his problem. The trained call center professionals’ main objective is to provide the customer with a service that makes the customer happy. Outbound calls are any outgoing calls made to check or verify information or make sales (telesales or telemarketing). In this case the designated person makes sales calls to a list of customers by telephone. The traffic of inbound calls is much higher in volume than outbound calls.
