Inbound v. Outbound Services

Inbound and outbound teleservices differ from one another in several key ways. Often, a company uses one contract to service its outbound needs and another one entirely for its inbound services. To discover the important differences between these services, read on.

Inbound teleservices

Inbound teleservice companies accept inbound calls on behalf of the client. While outsourcing of calls has gained popularity in recent years, some companies such as AT&T have relocated their inbound services back to the US and Canada. Research has discovered that when a customer needs to talk to a representative about technical problems, many customers prefer a native English speaker. Inbound call centers accept calls from customers and can fulfill a wide variety of services. Inbound call centers can deal with customer service, support or even billing.

Outbound teleservices

Outbound call centers place phone calls rather than waiting for customers to call. Outbound calls are usually placed either to solicit new business, check up on previous issues to see if the issue is resolved or for collection purposes. Many outbound services are provided by companies in nations other than the United States. India is famous for its teleservices, but there are also teleservice companies in Canada and New Zealand. These services are popular because many Americans find Canadians and New Zealanders easier to understand over the phone than operators with an Indian accent.

While some companies choose to use the same provider for inbound and outbound services, many companies use different contracts for inbound and outbound calls. This enables the company to outsource some of its teleservice needs while maintaining a native English-speaking service that many customers prefer.