Inbound vs Outbound Calls: What’s the Difference?

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hi this is Luke with global call
forwarding whether you're looking to
Outsource your business calls or
increase call management efficiency you
first need to understand your company's
call types this is because inbound and
outbound calls serve different purposes
and require different approaches
so in this video we'll highlight the
certain differences between inbound
versus outbound calls now let's start by
looking at them individually
inbound refers to incoming calls or
calls being made to your business this
means your teams wait for users to
contact them instead of Vice Versa
inbound calls typically involve
questions about your service
troubleshooting assistants or product
concerns and because the majority of
calls come from existing customers most
inbound Services focused on providing
support
however some businesses run inbound
sales or interested prospects are going
to call to learn more about your
business offerings so your inbound calls
impact your customer service and sales
efforts but since callers control when
and where inbound calls are placed your
business must react and respond to them
on calls as they receive them and
without the right tools this can quickly
lead to high call volumes long wait
times for customers and overwhelmed
agents
so to help you streamline this process
let's discuss the best tools for inbound
call management first up we have call
Flow builders this feature enables you
to visualize and map out the way inbound
calls travel through your system from
the moment you receive them until their
resolution
using this interactive tool you can
customize your business's call Flow to
reflect your customers evolving needs
and further improve the caller's
experience next we have interactive
voice response once set up within your
call Flow this tool automatically
answers all your inbound calls and
routes callers to the desired department
or agent as such ivr helps organize your
amount calls and leads to less repeat
calls and lower hold times and then
there's call routing strategies that
allow you to effectively manage and
distribute your inbound calls integrate
strategies like location base and time
of day routing to improve customer
satisfaction and balance your team's
workflow or use techniques like failover
forwarding or find me follow me to
ensure your team never misses a call
again
now we're going to break down what
outbound calls are
outbound refers to outgoing calls
initiated by your business
with this call type reps proactively
contact consumers and Prospects instead
of waiting for customers to reach out to
them
so outbound calls usually involve
prospecting upselling offering upgrades
or promotions
but occasionally Representatives also
use outgoing calls to collect feedback
and market research
so are there any outbound calling tools
that help generate leads Target users
and drive sales growth let's take a look
at the top features for this call type
with caller ID management you can hide
or mask your outgoing caller ID with
another phone number
by displaying a local familiar caller ID
you encourage prospects to answer
leading to increased sales and revenue
and this feature also protects an
agent's caller information when working
remotely or on the go
next we have cell phones or web-based
dialers this tool enables you to place
outbound calls from anywhere in the
world to anywhere in the world which
makes connecting teams across multiple
locations are reaching out to
International customers effortless
and finally there's call detail records
feature logs important details about the
calls made from your system allowing you
to learn more about your customers
calling Behavior pain points preferences
and so on with this information you can
craft more personalized customer
experience identify quality leads and
Target new markets you can also monitor
agent performance
now that we've covered the basics let's
review the three major differences
of inbound versus outbound calls the
first difference is straightforward has
to do with the way calls travel
inbound calls are those traveling to
your business and outbound calls are
those placed by your business on top of
that the main goal and purpose of an
inbound call also differs from that of
an outbound one for instance inbound
call agents primarily offer support to
existing clients whereas outbound reps
usually concentrate on generating leads
and targeting prospects for sales
so strategy scripts software features
and success measurements will vary
depending on the call type and lastly
inbound and outbound calls require
different technology and software to
ensure smooth operation the managed
inbound calls effectively you're going
to need features like Advanced ivr call
Flow Builders call forwarding call
routing call tracking and so on on the
other hand caller ID management cell
phones call detail records and crms are
better suited for outbound calling and
there you have it inbound and outbound
calling can enhance the way your custom
your company interacts with returning
and prospective customers you can
Outsource your business communication
needs to inbound and outbound call
centers which are designed to manage
these respective call flows or you can
sign up with a reliable provider like
Global call forwarding and get
Communications tools and features that
support your calling needs to learn more
visit globalcallforwarding.com and chat
with one of our experts