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FAQs - For Inbound Call Centers

Q: What are the laws regulating inbound call centers?

Q: Are there any advantages of inbound work over outbound calling?

Q: Can I do both inbound and outbound in the same call center?

Q: How do I find clients?


Question: What are the laws regulating inbound call centers?

Answer: Unlike outbound calling, which is saddled with a plethora of regulations, inbound call centers currently have very few laws relating directly to them. What laws do exist fall into two categories: state and local laws and general business laws (that apply to all business). Finding a local attorney familiar with these laws is the best place to start. Having said that, be aware that there is pending legislation in many jurisdictions targeting inbound teleservice (outsourcing) call centers. Most revolve around disclosure and privacy issues.

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Question: Are there any advantages of inbound work over outbound calling?

Answer: There are several advantages. The first is that there is much less stigma against inbound call centers, than outbound. This results in it being easier to attack and maintain a workforce, greater acceptance in your community (both the public and the governing bodies), and being in a more vigorous and robust industry. Another is that you have a much more predictable and consistent revenue stream, which is great for planning, budgeting, obtaining loans, and maximizing the value of your call center. A third advantage a relative absence of onerous and ominous laws dictating how you run your call center.

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Question: Can I do both inbound and outbound in the same call center?

Answer: Some call centers do both inbound and outbound calling, but most do not. It is certainly not something that you should consider doing when you are starting out. You should focus - and excel at - one or the other. Later on, once you have mastered inbound calls, you might want to expand into outbound, but many call center owners simply start a second call center to focus on that, as opposed to mixing the two together.

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Question: How do I find clients?

Answer: There are countless books, classes, and resources about marketing and selling a non-tangible service. These should be consulted and followed carefully. Aside from that, know that finding clients will be hard work and will require dedication and tenacity in following and believing in a marketing plan.

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