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Inbound or Outbound?
Inbound or
outbound refers to the direction of calls.
That is, whether the center makes calls (outbound) or receives
calls (inbound). For
an outsider – or even an uninformed insider – this would seem to be a
small distinction. “What’s
the big difference?” They
ask. “Both involve agents,
use phones, and are supported by technology.
If you are doing one, the other should not be a problem.”
Not so fast. The
differences are as profound as night and day.
Not to be overlooked,
the concept of
blended call centers (those doing both inbound and outbound
work) has been pursued, although with varying degrees of success.
If you are just starting out, a blended call center is not
recommended. Start being strictly inbound or strictly
outbound. You can also add the other element once the first one has
been mastered.
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