24. January 2019 Blog

Inbound Call Center Market

Inbound Call Center

To put it simply, an inbound call center focuses on receiving incoming calls and an outbound call center employs agents who initiate phone calls.

If you have ever called your insurance agency, made a medical appointment over the phone or contacted a sneakers e-shop, you have first-hand experience with call center service. If you have ever answered a call and a lady offered you a dental care package or a man asked about your voting preferences, you have been contacted by a call center. In the first scenario, it was the so-called inbound call center designed to answer customer calls, in the second case, it was an outbound call center where agents proactively contract clients or respondents rather than receiving customer phone calls.

Inbound vs. outbound call center

To put it simply, an inbound call center focuses on receiving incoming calls and an outbound call center employs agents who initiate phone calls.

Today, the majority of call centers focus on vertical markets – specific industries or companies where similar products or services are developed and launched by using similar methods. Such vertical markets include a wide range of industries, e.g. telecommunications banking, insurance, tourism, legal and retail. One of the biggest vertical markets is health care, which is growing significantly and offers space for expansion of inbound call centers.

If you operate an inbound or outbound call center and you want to give your agents the possibility to work anywhere and anytime and to always have access a complete customer database, you should consider using a cloud-based contact center with an intuitive software.

Inbound contact centers are usually used for the following: 

  1. Customer support, i.e. customer service with the aim to increase customer satisfaction. Inbound contact centers are mostly designed to create communication between clients and call center agents who represent a company with which the client concluded a contract (e.g. an e-shop, insurance agency, travel agency, etc.). Do you need to find out why your order hasn’t been shipped yet? Would you like to receive more information on new service packages provided by your service provider? Your new blender stopped working? Just call the customer service hotline. In the provision of customer support services, inbound contact centers are used for:
    • Booking services (accommodation, fitness trainings…)
    • Taking orders (e.g. when there’s a problem with an online order)
    • On-the-phone medical services
    • Registration services (registration into a loyalty program)
    • Virtual receptionist
  2. Tech support that combines troubleshooting with IT assistance. IT department must be professional and have good technical skills. If you don’t know how to install software or if your internet connection is too slow, this is the time to contact technical support.
  3. Sales of products and services where call center agents help callers to buy a product. For example, if you watch a TV commercial starring a famous actress who convinces you to buy a blender, you can order it by calling the number on the screen. This is not necessarily about the sale itself, call center agents can specialize in providing more information to help clients decide which product to buy.

Many companies all over the world, regardless of their size, use the services of both types of call centers every day. This allows them to expand their customer base and gain a bigger market share. The expansion of call centers is proven by the increase in call center agent jobs in various spheres of life, e.g. insurance, banking or retail.