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Call centers can be "in-house" or
"outsourcing". In-house call centers function as a part
of a business and provide service to that business. An
outsourcing call center is a business that provides call
center services to other companies.
Another important distinction is that call centers can handle
inbound calls,
outbound calls, or
both. Inbound call centers are reactive in nature and must
staff accordingly; they react to calls when they occur. Outgoing
call centers, sometimes called telemarketing centers, are proactive in
nature, hiring and scheduling staff to make calls to specific
individuals at certain times. Though seemingly similar in
nature, inbound and outbound centers have very distinct and dynamic
differences.
Starting a call center is a complex, time-consuming, and expensive
task. The steps to do so vary depending on rather you plan to be
an in-house or outsourcing call center. Similarly, the equipment
that you need is different for an inbound center than it is for an
outbound center.
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