Minneapolis-based Sempris, LLC is a marketing solutions provider that specializes in consumer-centered marketing initiatives. Sempris, LLC’s client base is composed exclusively of inbound call centers.
Though inbound and outbound call centers are often lumped together, there are distinct differences in each center’s business model that must be taken into consideration when designing and implementing solutions.
The most notable difference between the workflow of inbound and outbound call centers is how contact between the company and the customer is initiated. In an outbound call center, salespeople reach out to customers to pitch a product or service. The sale may or may not be cold, and it is up to the salesperson to educate the customer and persuade him or her to place an order.
Conversely, in an inbound call center, customers call in to resolve issues or place orders. The customer service representatives or technicians who answer these calls must be personable and responsive to a customer’s needs.
Whether the focus is on customer service or sales, all call centers can improve productivity and customer satisfaction by implementing procedures, software, and marketing strategies that enable call center employees to perform their duties more effectively.
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