In telephony, the term “outbound” is used to specify the direction in the setting-up of calls in more detail. While outbound calls denote outgoing connections, inbound denotes incoming calls.
Also, the type of operation undertaken by call centres can be defined more precisely by using the terms inbound and outbound. Inbound call centres mainly receive calls and do not usually actively make calls themselves. The kind of calls they take can be, for example, complaints, breakdowns, orders or other typical service requests.
Employees in an outbound call centre actively call customers, potential customers or selected groups of people, according to certain criteria. The purpose of the calls could be to conduct various types of surveys or to offer products and services. The telephone systems in call centres support the agents using special inbound and outbound functions, depending on their current activity.