I was asked what do I prefer, inbound or outbound? What is
better, to choose between the two or to say, any of which?
Why?
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Answer Posted / jai
Hi Greetings to everyone,
The above answer written by Pravin is incorrect! Let me
correct it.
Inbound : An Inbound Process has in-coming calls, where the
executive (Customer Support Representative / Technical
Support Representative) receives a call and tries to solve
a issue or give information about a product or a service.
This could mean either he helps in Troubleshooting a system
related problem, or helps and provides information about
how the service works for the customer and help them with
various issues they might have.
Examples for Tech Inbound : Microsoft Tech Support / Dell
Tech Support etc..
Examples for Non Tech Inbound : Various Banks Call center,
Help lines for Customer care of different ISP's and Sim
card distributors such as Vodaphone, Idea, Airtel,
TataIndicom, AOL, Satyam, Sifi etc.
here expertise required would be as follows :
Patience : Since you would be handling more than 20 - 100
customers a day and trying to resolve their problems.
Consistancey is the key. Being able to follow process KRA's
or Policies and helping the Customer with best of your
knowledge will keep you par from your peers.
Process Knowledge : A must know. Since the customer is
seeking help. They expect you to know in-&-out of the
process so you can help them quick with correct solutions.
You are bound to be seated at your workstation for you
login time since you would have to handle all the calls
landed on your IP, thus attending all calls at the first
ring, doing repeated tasks in a quick fashion and keeping
your tools ready at your disposal really helps apart from
the knowledge base and a supervisor handy in case a need
arises.
Now lets try to understand what Outbound is :
When you make a out going call to a customer to find out
about his credit rating, profile updates, if he or she
wants a credit card or a Loan are all related to Outbound
Process. The above statement is very general,
Examples for outbound process : CitiBank Call Center,
Various Insurance companies, Mortgage companies, Different
sales campaigns where one would try and sale a particular
product or service of thier company to the customer through
intoduction to the product/service or with good sales pitch
or gain knowledge and update on the database.
Skills required would be :
Exellent communication written or verbal depending on the
process
Good sales pitch
Sounding pleasing and try to sale a product or a service
where the customer really wants it rather than making him
buy with a dubious sales pitch would set you par from your
peers.
Incentives are greater here since its very difficust to
handle customers here as you would be barging their time
and call them to find out information or sell something.
You are likely to make more than 50-200 calls a day from
the dailer - which may be automated. When you achive your
desired target for the day, you can go on a long break
taking permission from your supervisor since he or she will
be happy with your performance and give you the deserved
brake.
But when you do not achive targets additional persure from
your supervisor and team may be a little stressful.
Hope this information helps. Try to figure out where you
fit in and then use your own judgement. Both has its pro n
cons. Good Luck.
| Is This Answer Correct ? | 27 Yes | 2 No |
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