Today, call centers can be used for different purposes. Depending on the needs of the customer and the company, this service can take different forms: it can be inbound or outbound, internal or external, proactive or reactive. Of course, the call center can also work in a hybrid mode, combining some of these functions. In this article you will learn about the main types of call centers.
Types of call centers: inbound and outbound
In inbound call centers, agents contact customers and potential customers usually through an automated phone system that follows a list of numbers. A customer service call center consists of a set of telephone workstations and teleoperators dedicated to customer relationship management. When a caller picks up the handset, the call is automatically routed to an available agent. This approach is primarily used in sales, telemarketing, charities and market research. Conversely, in an outsourced call center, customers call agents when they have questions, such as...
More...