What is Inbound & Outbound Customer Service?

Customer service is the bridge between customers and companies that can enhance a company's image and sales through effective communication. Whether your company uses an outbound phone-based sales force or provides inbound phone-based support, excellent customer support enhances your company's reputation, which can lead to long-term company success and growth. Successful companies are able to balance the needs of their customers with the cost constraints of customer service through effective call handling and alternative support options.

Inbound Customer Service Definition

Inbound customer service pertains to calls that originate from a customer and result in the customer talking to a person rather than a message-based system. These calls can be related to technical support, sales, products, account questions or general company information. For example, a customer calling her credit card company to find out her statement balance is considered inbound customer service.

Outbound Customer Service Definition

Outbound customer service means calls that originate from a company to a customer from a live person. These calls can be to follow up on a customer contact, schedule services, offer additional products, update customer information or survey customers. As opposed to telemarketing activities, outbound customer service focuses on enhancing an existing relationship with a customer or potential customer rather than merely selling goods or services.

Significance

Many customers prefer talking to a live person when conducting transactions with a company rather than using a phone-based information system. Interactions with a live person can increase sales and customer satisfaction. Customers feel appreciated when a resolution to problems or information requests are quickly handled through effective customer service.

Location

Customer service centers are located around the world. Some companies choose to have their own employees perform customer service activities, while others outsource to companies that specialize in inbound and outbound customer service. Large customer service companies can be found in the United States, India and the Philippines.

Alternatives

Many companies look to customer service alternatives due to the cost of live customer service support. Some alternatives include Internet-based information repositories for frequently asked customer questions, online account access, live chat options via the company's website, email customer support and automated information systems. Successful companies are able to balance alternative customer support options with live support to enhance a customer's experience while decreasing customer service costs.

References

• Inbound Calls
• Outbound Calls
• Customer Service