Glossary

Introduction

What is an Outbound call?

Outbound calls definition – It refers to phone calls made by a company or its representatives to customers. These calls are usually made for purposes such as sales, lead generation, customer follow-ups, surveys, or appointment reminders. In short, outbound call is a proactive communication method used to reach out to customers.

Types of Outbound Calls

There are various types of outbound calls that businesses use to meet different needs, including sales calls, telemarketing, follow-up calls, customer service calls, survey or feedback calls, and more.

Difference Between Inbound and Outbound Calls?

Inbound calls refers to calls that customers make to business, usually when they need help, have questions, or want to resolve an issue. These calls are reactive, meaning the company responds to customer needs. Examples include technical support, billing inquiries, or service requests. On the other hand, outbound calls are initiated by the business to contact customers. These calls are proactive and are often made for sales, marketing, feedback collection, or follow-ups. The purpose is to build relationships, promote products or services, and engage customers directly.In simple words, inbound calls focus on support and service, while outbound calls focus on outreach and engagement.

Calling and interacting with customers is essential in the service industry. In customer service jobs, professionals focus on helping customers, resolving issues, and providing a positive experience across channels like phone, chat, or email. Success depends on strong customer service empathy skills