Inbound vs. Outbound Call Center Services
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Inbound vs. Outbound Call Center Services

11059685_2783288072_zWhether your business focuses on inbound or outbound call center services, it is important to understand their differences. Correctly understanding the strengths and weakness of each can help your business better establish its brand, credibility, and grow your margins. Like most things in life, call center services are most successful when appropriately balanced—inbound and outbound.
Inbound Services
Your company has customers, clients, or patients—your optimistic yearly revenues and business goals are rooted in them. While it is important to see these respective groups as sources of achieving specific business goals, it is also important to remember that they have a customer voice as well.

Customers are interested in asking questions, resolving doubts, or sometimes just rescheduling an appointment, among other things. Proactively responding to and helping your target demographics will allow you be positively recognized for more than just your product or service.

In a business world that flows through the internet, it is important to allow your customers to have another connection point with your business. While you may actually have a brick-and-mortar, having the ability to be there for your clientele at any time is key. Some of the services we recommend are the following:

• Answering services
• Customer service care
• Customer service outsourcing
• Help desk
• Inbound teleservices
• Order Taking
• Technical Support

Many companies choose to outsource their inbound call center services to ROI Call Center Solutions. This ensures that every customer receives professional customer service and resolutions to their issues.
Outbound Services
Imagine the following scenario, an interested buyer has been sitting on making a purchase for a while. They has shopped, researched, and even saved financially to make a purchase that they have already planned to make. Now, when are they going to make the purchase, or sign up for the service? Maybe all they need is a professional at the right time, paired with correct etiquette and sales skills. This will make all the difference to your business.

Outbound services are ideal for a wide variety of scenarios, including some of the following:

• Call center outsourcing
Lead generation/ lead qualification
• Telemarketing
• Surveys

Outbound services can help your business discover the budget, buying authority, need, and time table of prospective buyers as well. As you are provided with this information you will be enabled to better drive business results and your brand presence in select markets.

Often outbound calling is written off for being intrusive or old fashioned. This is not the case with ROI Solution’s call center and customer service professionals. Correctly trained, and monitored call center agents are highly effective, and persuasive. In the least, outbound calling proactively places a human element in your marketing mix. Outbound agents will share information while also receiving feedback about products and services, positive or negative. Traditional advertising, and even social media cannot often do this.

Symmetrical communication, and relationship building is at the core of outbound and inbound call center services. Meeting the needs of your customers, clients, and patients is critical to any relationship building process. In the same turn, proactively showcasing your product or service through professional outbound services allows select individuals to have access to your goods.

Remember, call center services are most successful with some balance—outbound and inbound. Contact us at ROI Solutions today to see how you can best drive your business with inbound and outbound services.

Photo via Martin Carthae

Han Butler

As Chief Revenue Officer, Han specializes in developing clear, unique and compelling value propositions which disruptively differentiate products and brands in cluttered markets. Han has a passion for working with people on creating value and opportunity, both in companies and communities. Nothing is more rewarding than working with a group of fun and talented individuals to create something greater than we could accomplish individually.

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