A call center is an office where customers have a one on one interaction with the company’s customer service team. Call centers can be inbound or outbound to manage the incoming and outgoing calls of customers, respectively.
While inbound call centers use a reactive approach to solve customer queries, process requests or transactions, solve open cases, etc., outbound call centers use a proactive approach to upsell, cross-sell, repeat business, and build a stronger relationship with the customers.