A call centre is a centralized office used for the purpose of receiving or transmitting a large volume of requests by telephone. An inbound call centre is a call centre in which telephone calls are received from customers. An outbound call centre is a call centre in which telephone calls are made to customers. Outbound call centres are sometimes called "telemarketing call centres".

Call centres use a variety of communication tools to interact with customers, including telephone call systems, interactive voice response systems, and Internet-based systems.

Inbound Call Centre

The primary purpose of an inbound call centre is to handle customer calls in an efficient and effective manner.

Inbound call centres are often used by organizations to provide customer support, sales, and technical support.

Inbound call centres are typically manned by customer service representatives (CSRs) who are trained to handle customer inquiries, complaints, and requests. Inbound call centres are often equipped with a variety of customer service tools, including call recording and tracking, live chat, and knowledge management systems.

An inbound call centre is a type of call centre that primarily handles inbound calls. Inbound call centres are usually operated by companies that provide customer support or sell products and services. These call centres typically receive high call volumes and use automatic call distributors (ACDs) to route calls to the next available agent.

Inbound call centres are typically open 24 hours a day, 7 days a week in order to provide support to customers in different time zones.

Difference Between Inbound and Outbound Contact Centre

The main difference between inbound and outbound call centres is the type of calls that they handle. Inbound call centres only handle inbound calls, while outbound call centres make outbound calls to customers.

Inbound call centres typically provide support or sell products and services, while outbound call centres typically make sales calls or conduct surveys.

Inbound call centres typically receive a high volume of calls, so they use automatic call distributors (ACDs) to route calls to the next available agent. ACDs are computer systems that answer incoming calls and then distribute the calls to the next available agent. Inbound call centres often use ACDs to route calls to the proper department or to provide the caller with information, such as a customer’s account balance.

Outbound call centres, on the other hand, typically make calls to customers, such as sales calls or conducted surveys. Outbound call centres may also make calls to current customers to upsell them on products or services. Outbound call centres typically use predictive dialers to make calls automatically. Predictive dialers are computer systems