Types of Contact Centers

Contact Centers can be described as:

• Inbound (when it is the customer who initiates contact)

• Outbound (when it is the contact center that initiates contact)

• Blended (both inbound and outbound contacts are handled)

In a modern inbound contact center a considerable portion of the load is shifted towards automated response or speech-enabled systems usually referred to as self-service systems.

Inbound contact center activity:

• general queries (available products and services)

• account management (updates, password change, etc.)

• sales orders

• support issues

• cancellations and returns

Outbound contact center activity:

• sales calls to new customers

• proactive customer service (e.g. informing of delays, delivery arrangements, etc. )

• cross-selling or up-selling sales calls to existing customers

• debt collection

• renewals (sales calls to existing customers)

• customer satisfaction surveys

Blended operations can turn very cost-effective and time winning when implemented correctly.


Learn More About: 

The media techniques for lead acquisition

Lead Acquisition Using New Media Techniques

Factors to consider when calculating the contact or call center ROI

Calculating Contact-Call Center ROI - How Do You Measure The Value Of Customer Satisfaction?

How to reduce costs and increase customer satisfaction.

Contact Center Analytics: Driving Greater Efficiency, Higher Revenue, and Increased Customer Satisfaction

Latest News

Stan Billue releases his classic Sales Training Series in MP3 Format

June 09, 2009 by Stan Billue

Although recognized as one of the top Telemarketing Sales Trainers in the World, Stan Billue is the first to admit that he is rather slow on adapting to new technologies. Stan stated; “I was probably one of the last professional Speakers to add a Fax Machine, a Computer and then a Cell Phone. I also drug my feet at converting my Audio Series from Cassettes to CDs a few years ago.”


Contactual Partners with Pipkins to Provide Workforce Management to Contact Center Customers 

June 04, 2009

Joint Marketing Partnership Brings Together Best in Class Workforce Management and Hosted Contact Center Software. 

SAN CARLOS, CA, June 04, 2009 /24-7PressRelease/ -- Contactual (http://www.contactual.com/pr), the global leader in on-demand contact center software that empowers customer facing organizations to end customer frustration, and Pipkins, Inc. (http://www.pipkins.com/) a leading supplier of workforce management software and services to the call center industry, today announced they have joined in a partnership to cross sell technology. This agreement will provide a direct connection for call center managers looking to combine a trusted workforce management system with hosted contact center software.