A call centre, often referred to as a contact centre, is an operational hub within an organisation that is designed to manage and facilitate a significant influx of incoming (inbound) calls relating to customer service and support or outgoing (outbound) telephone calls typically relating to sales or customer call backs.

Call centres are the primary interface between an organisation and its customers, playing a multifaceted role that encompasses a wide array of functions and responsibilities. Whether it’s delivering exceptional customer support, driving sales and marketing efforts, addressing enquiries, or providing technical assistance, call centres are where these interactions are orchestrated, managed, and optimised.

What is an inbound call centre?

An inbound call centre is primarily focused on handling incoming calls initiated by customers or clients. These calls may stem from various sources, help desks, product support hotlines, and general enquiries. Inbound call centres are designed to address customer needs promptly, provide assistance, resolve issues, and ensure a high level of customer satisfaction. 

Inbound call centre agents serve as the frontline representatives of the organisation, possessing in-depth knowledge of products, services, and procedures to deliver informed and effective responses to customer queries.

What is an outbound call centre?

In contrast, an outbound call centre primarily initiates outgoing calls to external parties, such as customers, leads, prospects, or survey participants. Outbound call centres typically undertake sales, marketing, lead generation, and market research based activities. Agents in outbound call centres proactively reach out to individuals or organisations, engaging in conversations, conducting surveys, promoting products or services, and nurturing relationships to achieve strategic objectives.