In this day and age of social media, email, and live chat you might guess that people rarely call businesses anymore. The opposite is true, however, as just over 41% of salespeople say that phone calls are the most useful tool they have for dealing with client inquiries.
Understanding the distinctions between inbound vs. outbound calls will assist you in deciding which strategy is ideal for your business. But wait — what is the difference between inbound and outbound calls?
In this post, we’ll cover both inbound and outbound calls and their key differences so you can find which call strategy is right for your business.
As the name suggests, inbound calls are calls that are initiated by a prospect or customer. These calls are typically handled by a call center or help desk, though this isn't always the case in smaller organizations, where one or two people may be responsible for all calls.
Inbound calls are used for a variety of things, including customer service, tech support, product or service inquiries, inbound sales, and more. With 56% of calls coming to your business being viable leads, inbound calls play an important role in your business.
One of the most prevalent uses of outbound calling are for cold calls, in which salespeople contact leads who could potentially be interested in a product or service. Although cold calling may appear contentious, a Crunchbase study found that organizations that don’t cold call experienced 42% less growth than those who do.
Another example of outbound calling is when a company offers a “callback” feature. Rather than forcing consumers to wait and listen to unbearable elevator music until a representative can reach them, businesses offer a support response where the representative will call the prospect back when it's their turn. Although the prospect attempted to call first, reaching back out to them in this matter is considered an outbound call.
Simply put, the primary distinction between inbound and outbound calling is who initiates the call. If it comes from outside of the company, it’s an inbound call, and if it’s from within the company it’s an outbound call.
To have a better understanding, check out some of these key distinctions between inbound and outbound calls.
The purpose of inbound and outbound calls are to make and receive calls to generate and nurture leads. Both calls, however, use different approaches and methods to achieve their goal.
The main objective for inbound calls is to address customer and client concerns in an attempt to build loyalty and increase retention. Agents deal with consumers in a variety of moods and with a variety of demands, so building personal connections and proactively solving problems for each person is crucial to nurturing new and current leads as well as boosting the customer experience.
The main goal for outbound calls is to build interest among potential buyers in order to generate sales leads. This requires outbound agents to be more sales-oriented and have a strong desire to keep a customer engaged.
Since each call has their own objectives, both inbound and outbound calls take on different roles within a company.
Inbound calls may be used for:
Outbound calls may cover:
If you're having trouble keeping up with the volume of customer service and technical support calls, investing in your inbound call strategy could help. If your team is having trouble finding or following up on a large number of leads, investing in your outbound call strategy may be the ideal option for you.
In either case, if your company is expanding and your workforce is overburdened, your business would likely benefit from phone answering services.
Check out the differences between call answering services so you know which service best fits your business needs.
As a business owner, you should never overlook the value of both inbound and outbound calls. Even if your inbound call strategy contains excellent customer service, your business won’t grow if you don’t have the right outbound strategy bringing in leads.
Meanwhile, if you're bringing in a lot of leads but don't have enough personnel to answer the phone in a timely manner to assist them, your business could suffer.
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