Inbound vs outbound calls: What’s the difference?

The way your business handles calls, both inbound and outbound, can shape important customer relationships and drive growth for your business. Whether you’re responding to questions from customers or reaching out to new people, every chat can contribute to your success. Knowing the difference between these two types of calls can help you create a plan that keeps customers satisfied and opens up new opportunities for your business. 

What’s the difference between inbound and outbound calls? 

At their core, the difference between inbound and outbound calls is simply who starts the conversation. 

Inbound calls 

These are the calls that come into your business from customers or potential customers. They usually relate to customer service, support, or questions about sales. For example, customers might call to ask about a product, seek help with a technical problem, or find out the status of their order. 

Outbound calls 

These are the calls that your business makes to customers or prospects. Outbound calling is more active and is often focused on sales, following up on questions, or reconnecting with customers. Outbound calls are important for introducing new offers, finding new leads, or conducting surveys. 

Choosing between an inbound and outbound call strategy 

Deciding whether to use inbound or outbound calls really depends on your business goals. If your main goal is to keep customers happy, solve their problems, or answer their questions, then focusing on an inbound call strategy is probably the way to go.  

On the other hand, if you want to generate new leads, close sales, or actively look for feedback, an outbound calling strategy works better. The great thing is that you don’t have to pick just one strategy to focus on. Mixing both inbound and outbound strategies can often lead to the best results. 

Should you use an inbound and an outbound calling strategy? 

In most cases, using both inbound and outbound calling strategies together provides the best results. Here’s why: 

• Comprehensive customer support – Provide support to customers whenever they need it and also reach out to those who might not ask for help. 

• Maximised opportunities – You can discover new customers through outgoing calling while also responding to incoming enquiries. 

• Better customer relationships – Combining incoming and outgoing calls helps customers feel valued and looked after. 

• Adaptability – You can adjust your focus between incoming and outgoing calls based on your business needs or the time of year. 

How to choose an inbound and outbound call service 

When choosing a provider for either an inbound or outbound calling service, make sure you consider the following factors: 

• 24/7 availability – For businesses needing support outside of regular business hours, make sure the provider offers a 24/7 call handling service. 

• Integration – Look for a service that integrates seamlessly with your existing systems. 

• Reputation and experience – Look for feedback and great reviews, so you can choose a provider with a strong record in delivering excellent service. 

• Scalability – Ensure the service can grow with your business as your needs evolve. 

• Brand alignment – Your provider should act as an extension of your team, maintaining your tone and values. 

For example, Moneypenny’s tailored solutions are designed to handle everything from overflow calls to fully managed inbound and outbound call handling, so you never miss a lead or enquiry. 

Introducing Moneypenny 

At Moneypenny, we offer both inbound and outbound call support to help businesses maximise every customer interaction. Our Telephone Answering Service ensures you never miss an important inbound call, while our outbound calling solution can help connect you with new prospects. 

As the world’s customer conversation experts, we seamlessly blend brilliant people and AI technology to deliver exceptional customer communications 24/7. We’ll work closely with you to understand your business, align our approach with your goals, and ensure every conversation feels seamless. Ready to take the next step? Call us on 0333 202 1005 today!