

Any call center provider or type of software that supports Call Center is considered a call center solution. Call center solutions usually target a specific need for CRM (customer relationship management). A call center solution would also include software that runs a complete call center system.
Two of the popular call center training solution types are inbound and outbound call center solutions.
What is an Inbound Call Center?

An inbound call center is a customer service function that is responsible for answering incoming customer phone calls. Customers call inbound call centers for various reasons, including placing an order, making a complaint, asking a question, or canceling a flight reservation. It is the call center’s responsibility to respond quickly and provide a professional and competent experience.
Inbound Software Tools
- Automatic Call Distribution (ACD)
Businesses wouldn’t be able to correctly and efficiently route incoming callers to the appropriate agent without ACD. Consequences of this result in lower customer satisfaction, time-consuming call transfers between agents to find the appropriate agent, and agents being overburdened with calls they can’t handle.
To ensure that agents only receive calls that they are qualified to handle, ACD employs intelligent routing logic that includes skills and proficiency levels. This ensures that customer questions and issues are routed to the most qualified agent, resolving customers’ problems quickly and efficiently.
- CRM
CRM software allows agents to view customer information to personalize interactions. CRM software that is integrated with phone systems allows agents to provide exceptional customer service.
For example, CRM phone integration automatically brings up a CRM screen for the agent when a customer calls. Agents can see a detailed view of the caller’s interactions with the company and other customer information on the pop-up screen. Agents personalize customer service based on this information.
- Agent Dashboards
Agent dashboards allow agents to view their performance stats in charts and KPIs that businesses use to guide agents and improve their performance. With agent dashboards, agents can understand their performance at a glance.
What is an Outbound Call Center?

Outbound call center solutions
Outbound call centers makes outgoing calls to customers and prospects. Sales, collections, surveys, research, fundraising, and proactive customer notifications are just a few of the reasons why companies make outbound calls. Whatever the reason, all outbound call centers strive for clean lists, high connect rates and high conversion rates.
Types of Outbound Dialers

Types of outbound dialers
An outbound dialer is a computer telephony integration (CTI) that makes phone calls, usually to reach out to prospects or provide customer service. CTI is a technology that allows call centers to integrate computers and telephone systems to increase efficiency and lower costs.
For large volumes of outbound calls, call centers require automation. Automating calling operations reduces employee stress while increasing revenue. Using an outbound dialer benefits call center agents in two ways: it improves their performance and reduces their idle time. Outbound dialers, when integrated with CRM, help manage leads and consolidate customer data.
- Preview Dialer
As the name suggests, a Preview Dialer is an outbound dialer that previews the customer information before dialing a contact. In the CRM, agents can see all contact information, including previous interactions, sales transactions, and common issues.
Preview dialer allows them to personalize the interaction by giving them a significant amount of time before dialing. The preview dialer is most useful for campaigns that require a higher level of detail to convert more critical leads.
- Power Dialers
Power dialers have a greater number of dialed numbers than preview dialers, which are more customizable. It’s thought to be best for unfiltered or mixed leads.
By automatically dialing one contact after another, power dialers maintain a high level of call efficiency. A power dialer, also known as a Robo dialer, handles the dialing while an agent concentrates on the live call. It operates according to a predetermined ratio that determines the number of consecutive contacts dialed when an agent becomes available.
- Predictive Dialer
A predictive dialer, considered the most advanced dialer, uses intelligent algorithms to determine the best time to dial. It uses the same dialing ratio as a power dialer. However, it also calculates an agent’s average call duration and thus begins dialing numbers even before their current call ends.
A predictive dialer improves call center efficiency by reducing agent idle time and increasing their time on call. It also eliminates ineffective calls such as busy tones, dead numbers, voicemails, and no responses.
Call Center Solution Comparison between Inbound and Outbound

Call center solution comparison
- Purpose
Inbound and outbound call centers are complete opposites. Inbound call centers receive calls, whereas outbound call centers attempt to make sales by calling out.
The two call centers have different goals.
Inbound call centers are typically used to address customer concerns to increase customer loyalty and retention. Outbound centers, on the other hand, are attempting to pique the interest of potential buyers.
- Agent Training and Attitude Differences
While both types of work have merit, some differences in agent characteristics are natural.
Consumers in an inbound center have a sense of control. Agents need to have customer information at their fingertips as soon as a call comes in. They must be courteous and possess excellent listening and problem-solving abilities.
Agents in an outbound center are invading people’s time. Often, these agents must adopt a slightly more aggressive demeanor. They must be skilled at recognizing the moods of prospects, selling, persuasion, and closing.
- Impact & Challenges
Call centers, both inbound and outbound, have a major impact on business, though the difficulty level differs. Outbound contact centers are evaluated using increased conversion ratios. Inbound contact centers are evaluated based on how quickly they handle issues and how happy their customers are.
Whether you require inbound or outbound call solutions is determined by the issues that your team is experiencing.
Inbound call center solutions assist businesses that struggle to keep up with a high volume of customer service and technical support calls. On the other hand, outbound call center solutions assist businesses that struggle to follow up on many leads.
In either case, if your company is expanding and your staff is overworked, call center solutions will be beneficial.
Finding the right call center solution provider, like Aavaz PBX, can make a huge difference, whether you need a competent customer service team or some sales superstars to spread the word about your amazing product or service.
Contact FreePBX now!
Aavaz PBX is the world’s most popular contact center software, used by thousands of companies of all sizes worldwide to help them consistently deliver exceptional customer service and resolve common call center problems and solutions. Aavaz is a cloud-native, unified suite of applications that can holistically run a company’s contact center and inbound call center operations.