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ABOUT US • AMG is a recognized leader in the Domestic and International Call Center Outsourcing Industry. • Services offered • Outbound services • Inbound services
What is Inbound & Outbound Customer Service? • Customer service is a critical component of success for many small businesses. • Inbound and outbound customer service are the two general types of call center services offered by companies. • Inbound services are performed by reps who field calls from customers. • Outbound reps make calls to customers to follow up on or inquire about account issues.
Inbound & Outbound basics: Inbound Basics Outbound Basics • Inbound customer service is the process of receiving incoming calls from prospects and customers. • Some calls come from people wanting to learn more about your business, products and services. • Other calls come from people inquiring about their accounts, product issues or billing concerns. • Outbound customer service involves phone calls made from your business to customers. • It is also an integral part to service and account management. • Verifying account details, confirming profile changes, updating customers on account terms or product recalls, and following up on recent purchases are among the common duties of an outbound
Inbound service examples A prospect might call to get information on various products and services. The rep would ask some questions and go through options based on the answers provided by the customer.
Outbound sales examples One aspect of outbound service that is distinct is an emphasis on add-on sales. While inbound reps can also attempt to sell extra products and services, this is a common role in outbound centers.
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