Inbound and Outbound Telemarketing – What’s the Difference?

Inbound and Outbound Telemarketing – What’s the Difference?

The telemarketing industry is raking in revenue by the hundreds of millions. It has proven to be a successful business with customers purchasing products or solutions because they feel they are specially suited to their needs or that they snagged a great deal, among other reasons. For those looking to get a better overview of the primary types – including inbound and outbound – then you’ve come to the right place.

Inbound Telemarketing

An inbound telemarketing strategy involves customers initiating the first point of contact with a company. Unlike outbound  where agents directly reach out to customers to make a sale, inbound enables customers to contact the company when it best suits them, which could yield higher profitability in the long run.

For example, say you saw an advertisement on TV about a telephone service or magazine subscription and you wanted to buy or acquire more information, you need to only reach out to the inbound call center, where a telemarketer is waiting to accept your incoming call. Also contrary to outbound telemarketing, inbound telemarketing can entail more customer relationship management (CRM) tools and strategies.

Outbound Telemarketing

This is the type of telemarketing of which we are all very familiar. As already mentioned, outbound involves the agent directly contacting the customer with an offer with the objective of closing a sale. Contrary to inbound, which houses consumer inquires and purposes, outbound services oftentimes involve appointment setting business-to-business (B2B) lead generation, customer follow-ups that were already initiated through a separate channel (such as e-mail) or for market or data research.

Outbound initiatives include high contact rates, agent productivity and close rates, and so the importance of investing in the right telemarket software for boosting your company’s campaign – and in turn, boosting sales – cannot be stressed enough.

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