diff between inbound and outbound telesales ?

[Former Member]

Hi,

what is the difference between inbound and outbound telesales ?

[rekhadadwal · Accepted solution]

Hi Pavan,

Inbound telesales refers to the scenario when a customer calls the Interaction Center and then you try to sell him something. E.g. when we call up the Bank for certain information about our bank balance, they try to sell us the DEMAT Accounts.

Outbound telesales refers to the scenario where the agent makes a call to the customer on the call list assigned to him and tries to sell the product.e.g. an agent calls you up on behalf of the bank and tries to sell a credit card.

In system, the difference is that for outbound telesales, a call list is generated and assigned to the agent whereas for the inbound telesales, we try to upsell, cross sell the products.

Hope this would help

Regards,

Rekha Dadwal

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[Former Member]

Hi Pavan it is basically a call cente executivies activity which is connected in back end to crm server, there are two types Inbound call centers and out bound call centers, Inbound will take only incoming calls from customers means

In bound is Teleservice , and out bound calls made by call center executives

for marketing purposes like tele marketing, they will have a list of customers to be called in span of time say in one day the list of customers is called CAll List

so out bound is basically a Telemarketing on customer phones to explain about the product , the source for them is they will pay and buy from 3rd parties like hutch etc..of customers mobile nos for tele marketing

Reward if helpful

VEnkat

[Former Member]

please reward with points

Venkat

[Former Member]

Hi Pavan,

In inbound Telesales the agent would be able to

1)search for an account and would be able to change the Master data of the customer.

2)The Agent would be able to seearch for products and options for cross selling

and up-selling assigned to that customer and place order onbehalf of the customer.

3)Agent can create a Sales order with a product-id ann would be able to give all the info about the product along with info like shipped-to, billerd-to information.

4)Once the Order is saved it will be Replicated in R/3 for shipping and billing

5) The agent would be able to maintain the interaction history of a particular Customer like, Reason for the call, Result of the call and similar.

6)Create Follow-up actions like call him back.

In Outbound:

A call list is assigned to an Agent .

Please reward points.

regards,

Muralidhar Prasad.C