Difference between Inbound Call and Outbound Call

15 June 2022 Admin Marketing Blog

In this digital era, being a customer is a pleasure, as the internet provides customers with various options for determining what they prefer. It also implies that competition in the business world is more intense than ever, as customers have more options to purchase products and services. Therefore, customer service is one of the essential components of a successful business. The customer satisfaction experience will increase their trust and loyalty to the business. Therefore, businesses need to understand the appropriate customer service strategies, including the use of inbound and outbound call services.

Inbound Call Service

Inbound calls are a type of customer service in which customers call the contact center to inquire about products or services, resolve issues, or lodge complaints. Each inbound call has a different number of calls, depending on the customer’s call. Inbound calls always provide solutions and assist customers with payment and booking activities. Inbound calls can also increase a business’s sales through interactions with customers.

Outbound Call Service

Outbound calls are a type of call service a company provides to its customers to achieve certain business objectives. Outbound calls aim to promote sales and acquire new customers, thereby enhancing customer service and business sales. Outbound calls are more proactive than inbound calls, as the marketing department handles customer service for outbound calls. Typically, these calls aim to follow up on service issues or inform customers of new products or policy changes.

Inbound Call vs Outbound Call

The definitions of the two distinct customer services result in differences between them. Beginning with the customer service process, the functions of the two services are described. The type of call can determine the difference between inbound and outbound customer service calls.

Inbound call services receive various types of incoming calls, which typically fall into the two categories described below:

  1. Customer Service

This service is provided when a client calls with a question, a problem, or to manage their account.

  1. Incoming Sales

Not infrequently, potential customers who call contact center agents are inquiring about products and services. If this occurs, the call is classified as “incoming sales,” and the contact center agent may seize the opportunity.

Meanwhile, outbound call services concentrate more on sales and outgoing calls. These calls typically fall into one of the two categories below:

  1. Cold Call: This call involves contacting potential customers who have never interacted with a business agent. This first interaction can end well but can end badly. It relies on the constancy of a business contact center agent to offer products and services.
  2. Warm Call: This follow-up call received a positive response previously. Warm call refers to contacting leads who have expressed interest in the business’s products or services. Because customers are already anticipating calls, these calls are typically well-received; consequently, the outcome has a greater likelihood.

That is the difference between inbound and outbound customer service calls. By understanding the differences between the two, your company can provide the appropriate customer service to contribute to your company’s success. MitraComm Ekasarana, a subsidiary of Phintraco Group with three business units, is available to enhance customer communication services. In addition, MitraComm Business Process Services (MBPS) offers Outbound Call service solutions as part of the Transactional Process Outsourcing service, which helps businesses create new customer opportunities that can increase sales of business products or services.

Contact us at for more detailed information about outbound call services solutions.


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