Inbound vs Outbound

 

 

Associated with a DDI (Direct Dial In) number which pops or launches the script.

Launched as part of a campaign.  An agent access the campaign from the agent desktop, then systematically works through a call list associated with a single campaign and script.

Inbound calls are usually a single interaction with a customer.

Outbound calls may involve several attempts at contacting the recipient, each of which is logged as an Outbound History record in CallScripter

Some contact centres charge for inbound calls on a per-call or per-duration which may be denoted a "chargeable" flag in a script associated with particular inbound-outcomes.

Outbound calls are usually chargeable by their very nature in that a call centre is paid for calling a list of contacts for a client.

Inbound calls may result in follow up activity, such as sending brochures or calling out engineers.  These activities are managed in the call manager where calls can be marked as Dealt-with where appropriate.

Outbound calls may also result in follow up activities

Inbound call outcomes are specified in a control within the script as each call will only result in a single script run.

Outbound outcomes are set up at the campaign level as each call attempt may result in a different outcome.  The outbound campaign includes a different start and end page which is not part of the script.

The identity of an inbound caller is not known.  Populating the script with caller detail is either manual, or handled using one of the available Data Controls to look up the caller's details from another source.

The identity of the recipient of an outbound call is known at the point of dialling.  Recipient information is mapped to the script fields using an import template, when the call list is imported, resulting in the pre-population of script fields when the script is run.