By definition, a call center inbound agent is one who takes incoming phone calls initiated by the customers providing either service-related or technical assistance or both. Additionally, he or she can also sell products and services or make appointments as what a virtual assistant does depending on the nature of the account. The exact opposite of it is an outbound call center agent. Technically, as the term connotes, an agent under this field contacts the customers on behalf of the client to facilitate his or her line of business which may involve selling or telemarketing, surveying or verifying services, or fund-raising and contact list updating.
Now, the question is: “Are you an inbound or an outbound call center agent?” This has become a common question asked to a call center agent verifying his or her line of specialization in the company. Some people consider both types as co-equal in terms of their level of complexity; others treat either of the two as more difficult to handle than the other. They claim that “outbound” (usually for sales accounts) is more complicated than its counterpart since an outbound call center agent is tasked to call the customers – a task requiring a great load of rapport and motivational skills. What makes the job more challenging and demanding is how outbound call centers use distinct metrics to measure agent performance (i.e. cost per call, revenue earned, quota, etc.). A call center inbound agent, better known as customer service specialist/representative, on the other hand, has to meet different metrics such as first call resolution (FCR), average handling time (AHT), and internal or external quality ratings.
Both, off course, have drawbacks when it comes to customer relationship. Agents from both fields have fair share of experiences with irate and hard-to-please customers. When it comes to benefits and incentives, the two specializations may also differ. Incentives of outbound call center agents are commonly commission-based while inbound call center agents are performance-based.
Knowing the differences and similarities, as well as the pros and cons, of the two types of a call center profession (call center inbound our outbound) should give you enough assessment and introspection as to where you can perfectly and efficiently fit in so that you can be an asset to the company. It pays to know your strengths and weaknesses and consider matching your skills and potentials to the right job suited for you should you wish to land on a call center job.