Inbound vs outbound call center
                     Inbound vs Outbound
Call Center
Shared By: OBP Philippines Call Center
Definition
• Inbound – in an inbound call, the CUSTOMER is the one who 
initiates the call to a call center.
• Outbound – in an outbound call, the CALL CENTER AGENT  initiates 
a call to a customer or client.
Function
• Inbound – Customer Service Sales Technical Support
• Outbound – Telemarketing Collections
Operations
• Inbound – Customer to Agents
• Calls about inquiries.
• Call in response to direct mail, sms, and other mediums of 
advertisement.
Operations
• Outbound – Agents to Customers
• Calls customers to sell a product or service.
• Call customers about account related concerns.
• Conduct surveys.
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