The topic of automated calls is very broad. It covers various types of calls and associated technologies. In this article, we will cover the difference between inbound and outbound calls and the solutions that exist to optimize them through automation.
Management and definition of an inbound call
What is an inbound call?
Inbound calls are calls initiated by the customer to a company. So, these would be all of your incoming calls. There are different types of inbound calls that your company can receive.
The best-known is the call to customer service. A customer contacts you with an issue related to your service or for more information about your services.
Another example of an inbound call would be an incoming sales call. A profitable marketing strategy is to be widely present on the internet in order to attract customers with an interest in the company’s products and services. This generates a series of calls that are called sales inbound calls.
Optimizing inbound call management
The best way to manage your inbound calls is to use an IVR. With this voice recognition technology, your incoming calls are dispatched to the right person within your company according to information provided by the caller. Time is not lost on manual transfers and a shorter waiting time for your callers. So, an IVR improves your efficiency and helps you provide a better service to customers. To learn more about IVRs, you can read this article about using an IVR in customer service.
Management and definition of an outbound call
What is an outbound call?
An outbound call is a call that your company places, usually to prospects or customers. You can use an outbound call strategy for various activities. You can for example place lead generation for your sales team, customer satisfaction surveys, appointment reminders and so on.
Optimizing outbound call management
Outbound calls can easily be automated. At RingRing, we offer you several solutions. From a platform that allows you to control your outbound call campaigns to an API that gives you freedom in how you integrate calls with your own platform. There is no more need to train customer service agents for outbound calls, no more restriction on your call planning or on the amount of calls placed simultaneously.