5 Types of Call Centers to Attract and Serve Your Customers

Each type of call center manages customer communication to support a specific business goal. In this post, I am going to cover the big five types of call centers:

1. Inbound: Customer support and reactive communication.
2. Outbound: Proactive outreach, often for sales or notifications.
3. Blended: A single system for inbound and outbound calls.
4. Offshore: Outsourced call centers with geographic advantages.
5. Omnichannel: Integrated communication across multiple channels for seamless customer interaction.

Along the way we’ll cover virtual call centers and AI call centers — both of which could be any of the above types. I’ll also speak to contact centers, which are best suited for omnichannel engagement and those looking to centralize communications channels in a single tool.

1. Inbound call centers

Inbound call centers are a common and essential part of customer support. They provide agents with the tools and environment to assist customers by answering incoming calls and addressing their inquiries. Rather than focusing on outbound sales or promotions, agents in inbound call centers specialize in helping customers who reach out for assistance, information, or support.

Key features of inbound call centers

• Issue resolution and general interaction: The primary goal of inbound call centers is to solve customer issues and provide information. Agents make sure that any customer who calls gets their problem addressed as soon as possible.
• High call volume: Inbound call centers often handle high call volumes, requiring efficient call routing, deft call queue management, and trained agents to manage diverse consumer needs. See our top tips for effective call queue management. 
• Interactive Voice Response (IVR): An automated phone system that interacts with callers through voice prompts or keypad inputs to route them to the appropriate department or agent. In inbound call centers, IVR is crucial for streamlining call handling, reducing wait times, and ensuring customers quickly reach the right support. Learn about some of the newest call center IVR features. 
• CRM integration: CRM integration involves linking your customer relationship management software with other third-party applications. This gives agents access to customer data and helps customers avoid the frustration of having to repeat the story of their problem over and over again.

Inbound call centers use cases

Inbound call centers are mostly used for providing information, converting sales, and resolving issues.

• Customer service: Once again, inbound call centers are especially designed for taking customer requests, queries, and complaints. This can also extend to providing information such as store hours and company policies.
• Technical support: Inbound call centers are used by technical support teams to assist customers with problems with a product or service.
• Sales: Inbound call centers are used by sales teams to jump on inbound leads, qualify prospects, and make sales. An airline, for example, can sell tickets over the phone.
• Appointment scheduling: Inbound call centers can also assist in arranging customer appointments, whether for administrative visits, service requests, or whatever else.

Main benefits of inbound call centers

Inbound call centers come with a handful of advantages, including:

• Customer satisfaction: Customers are happy when they can call a real person and have their issues resolved promptly. This can lead to greater brand loyalty.
• Improved brand image: When customers are satisfied with the help they receive, it can lead to a more positive view of the company, increasing the chances of doing business again.
• Increased sales opportunities: Skilled agents can often convert general inquiries into sales opportunities — though many call centers will transfer these callers to a dedicated sales team member.
• Valuable customer insights: Inbound call centers are like a direct line to the customer’s thoughts and feelings. This feedback can lead to insights into improving your company’s products or services.
• Cost-effectiveness: By addressing concerns and sharing necessary information in a single call, companies can reduce the need for subsequent follow-ups.

Drawbacks and risks of inbound call centers

If managed poorly, inbound call centers are at risk of a few common issues, such as:

• Customer dissatisfaction: Just as a good service experience can lead to a happier customer, a bad experience can lead to a not-so-happy customer. This can happen if customers have to wait too long to speak to an agent, if their issues are not resolved after many attempts, or if they are treated poorly by service representatives.
• Agent burnout: Despite being an imminent risk to all types of call centers, agent burnout can be especially likely for inbound call centers if the representatives have to deal with highly disgruntled customers. This can be disruptive both for employees and for the company because it could lead to higher employee turnover. Learn about the leading causes of call center burnout and how to avoid them. 
• Data security: Handling sensitive customer information increases the risk of security breaches if proper data security measures aren’t in place. If your company has a high volume of customer data, a breach could be very detrimental.

How to set up an inbound call center?

There are six steps you should keep in mind when setting up an inbound call center:

• Define your goals and objectives: Make sure you know what you want your inbound call center to achieve. Draw up a call center business plan and cover the market, competitors, costs, etc. — get it all in one document even if you don’t have to raise money to launch.
• Choose the right call center software: Various call center solutions are available, so deciding on software that meets your specific needs and budget will depend on your company size and objectives. Consider factors such as the number of agents you need to support, the features you require, and the ease of use. Check out our list of the best call center solutions if you need help deciding. 
• Purchase the necessary hardware: In addition to call center software, you must have the necessary hardware, such as headsets, phones, and computers. If you’re also setting up a new VoIP call center, keep in mind that some providers loan out their hardware.
• Hire and train call center agents: Call center agents are the front line of your inbound call center, so hiring and training qualified agents is just as important as having good executives. Ideally, your agents will be highly knowledgeable about your products and services so that they can help customers with ease.
• Develop call center scripts and procedures: Call center scripts and procedures can help to ensure that calls are handled consistently and efficiently. This will not only create a replicable process, but it will also make it easy to identify trends and problem areas.
• Pre-launch testing: Simulation tools can replicate customer call scenarios to evaluate IVR performance, call routing accuracy, and agent readiness. Testing also helps identify bottlenecks, like long wait times or misrouted calls, and ensures the system can handle expected call volumes. Learn about the five different types of IVR testing and when to use them. 

2. Outbound call centers

An outbound call center is the type that initiates calls to existing and potential customers, which means it’s also the one most closely associated with spam. Agents of outbound call centers do not wait to receive calls from customers. Instead, they dial numbers from in-house sales and marketing lists.

These centers often have advanced telecommunication systems, customer databases, and automated outbound dialers that help them run campaigns at scale.

Key features of outbound call centers

• Proactive engagement: Employees of outbound call centers typically have to apply an extra or different set of skills than customer support representatives. Since they’re the ones doing the actual calling, agents are tasked with getting people interested in the products or services of the company.
• Telemarketing and sales revenue: Outbound calls often involve sales pitches, lead generation, and market research. For businesses that can turn cold calls into purchases, this is an added revenue stream.
• High call capacity: Outbound call centers aim to reach as many customers as possible, which means the company will have far more control over the total call volume.
• Scripted conversations: Agents typically follow a predetermined script to ensure consistency and compliance. This often leads to better results, since the scripts can be tweaked and updated over time for improved performance. Here are some no-fluff cold call script examples you can copy if you need help getting started.
• Performance metrics: Outbound call centers track metrics like call duration, conversion rates, and sales targets—all precious insights for the business strategy.

Outbound call center use cases

Outbound call centers are often associated with large B2C organizations such as cable TV or internet providers. They place calls during (and after) work hours in an attempt to attract new customers, upsell existing customers, and convert customers away from the competition.

Outbound call centers are not limited to B2C companies, however, and they can be used for several purposes. These include:

• Telemarketing campaigns.
• Political outreach.
• Upselling and cross-selling.
• Lead generation and qualification for B2B companies.
• Customer surveys and market research.
• Appointment scheduling and reminders.
• Debt collection and payment reminders.
• Customer retention and loyalty programs.

Main benefits of outbound call centers

Apart from reducing idle time and gathering customer insights, outbound call centers stand out in two areas:

• Lead generation: When an outbound call center successfully initiates contact with potential clients and customers, it turns into a major driver of the company’s overall success. It can play a key role in generating leads and starting relationships with high-revenue clients. As they reach more new people, outbound call centers can build momentum and lead to a lot of growth.
• Campaign flexibility: Since outbound call centers have full control over their campaigns, it’s easy for them to adjust strategies, scripts, and call lists to suit specific goals or targets. At the end of the day, the calls your representatives make depend on your business strategy.

Drawbacks and risks of outbound call centers

There are a few things to watch out for when setting up an outbound call center, including:

• Poorly handled calls: If call center representatives are inexperienced or lack proper training, it can lead to negative customer experiences and damage your business’s reputation. In many cases, unpleasant calls can leave a lasting impression that could cause existing customers to consider leaving in the near future.
• Compliance and legal risks: Outbound call centers must adhere to various regulations, such as telemarketing laws and data protection regulations. Keeping up with these rules is key to avoiding legal trouble and preserving consumer trust. Learn about the different types of compliance. 
• Low contact rates: Thanks to call screening and spam filters, getting in touch with potential customers is a lot harder than it used to be. When contact rates are low, it can make generating leads less effective. Depending on your ideal customer profile, these call centers could not work out for you.

3. Blended call centers

Blended call centers take a hybrid approach, combining aspects of both inbound and outbound call centers. This means representatives of blended call centers answer incoming calls and place outgoing calls — doing everything from fielding customer questions and providing support to making sales and conducting follow-up surveys.

Key features of blended call centers

• Multi-skilled agents: Representatives in blended call centers are trained to handle both inbound and outbound calls, so they need to be flexible, adaptive, and (hopefully) charismatic.
• Call routing efficiency: Sophisticated call routing systems ensure calls get to agents who are ready to help, making the best use of resources and cutting down on caller wait times. See how call routing can impact how customers perceive your brand. 
• Backed by call scripting software: Blended call centers often equip representatives with intelligent call scripts that guide them through conversations. This is a step up from the typical PDF files used by representatives in other situations.
• Integrated technologies: Blended call centers make the most of tech like automatic dialers, CRM software, and call recording systems. These tools help smooth out operations and improve efficiency as a result.

Blended call center use cases

Blended call centers are particularly prevalent in a few key sectors:

• Ecommerce industry: Online retailers commonly use blended call centers to handle customer inquiries, process orders, and proactively engage with customers for sales and promotional activities.
• Financial services: Banks and financial institutions utilize blended call centers to assist with account inquiries, resolve issues, and offer financial products or services.
• Healthcare: Medical facilities employ blended call centers to schedule appointments, follow up with patients, and provide telehealth services.

4. Offshore call centers

Offshore call centers operate in a different country or time zone from a company’s primary location, handling customer inquiries and support remotely. This setup allows agents outside the company’s premises to manage customer interactions with limited direct contact with the main business.

While offshore call centers are often inbound, they can also handle outbound or blended operations depending on business needs. What defines them is their geographic location rather than their internal processes.

The key distinction between offshore and outsourced call centers is that offshore centers are always international, while outsourced centers can be domestic or international but are managed by an external company. You might see this strategy described as call center onshoring.

Of course, outsourcing and offshoring can overlap, but it’s still possible to go offshore without outsourcing. Many automakers already do this for their manufacturing.

Key features of offshore call centers

• Geographic location: The most common locations for offshore call centers are India, the Philippines, and a handful of countries in Eastern Europe. These places are typically chosen by U.S. businesses for offshoring services because of their significantly lower labor costs. Meanwhile, call centers established in countries such as Costa Rica have also led to the term “nearshoring” because of its closer proximity to the United States.
• Lower cost: Offshore call centers often offer cost advantages due to lower labor and operational expenses. They are commonly installed in countries where there is a large labor force and a less developed economy. These conditions allow companies to offer competitive salaries and hire a larger team while keeping labor costs in check, making attracting and keeping talented employees easier.
• Multilingual support: Offshore call centers can also cater to customers in various languages, expanding the company’s reach to a global customer base.
• Time zone coverage: Operating in various time zones enables offshore call centers to offer round-the-clock support. If you have an emergency with a product at midnight in New York City, for example, it would be too late for someone in the U.S. to take the call. Meanwhile, an offshore agent in India could be picking up the phone a bit before noon in Bangalore.

Offshore call centers use cases

Offshore call centers are a very suitable option for companies with a global customer base that operates in various time zones and languages. They can provide significant advantages for businesses in a few key sectors, such as the following:

• Tech: Global companies such as software or hardware providers often utilize offshore call centers to handle technical support and troubleshooting.
• Ecommerce: Online retailers with international customers can benefit from offshore centers to manage order inquiries, shipping, and returns. Ecommerce businesses can also expand into new markets by offering support in multiple languages.
• Travel and hospitality: Airlines, hotel chains, and travel agencies frequently rely on offshore call centers to handle reservations, ticketing, and customer inquiries.

Main benefits of offshore call centers

Beyond cost savings, multilingual support, and time zone flexibility, offshore call centers come with some additional perks, including:

• Access to a skilled workforce: Offshore locations often have a pool of skilled and qualified professionals. Countries such as India, the Philippines, Croatia, Costa Rica, Argentina, and Nigeria are common exporters of top-level service talent. Explore the best PEO services if you are interested in hiring abroad.
• Scalability: Offshore call centers can quickly scale operations up or down based on business needs, allowing for flexibility in response to fluctuating call volumes. This is especially helpful during busy periods, as it maintains effective customer service without straining resources.
• Focus on core competencies: Managing call center services offshore allows businesses to focus on their core activities and strategic objectives while leaving customer support to specialized professionals. Think of it as a working mom hiring an experienced babysitter.
• Global market presence: Offshore call centers help businesses extend their presence worldwide by offering support and services to customers across the globe. This can be a key addition to your value proposition when procuring investment.

Drawbacks and risks of offshore call centers

It’s not all roses for offshore call centers, so it’s important to know what hurdles you may encounter.

• Language and accent challenges: Although it’s becoming less of an issue than it has been in years past, differences in culture and language can sometimes result in miscommunication or misunderstanding of customer needs. This does not always reflect well on the company.
• Data security concerns: Offshore call centers usually handle a large volume of sensitive customer data, such as credit card numbers, addresses, and phone numbers. This can be very tempting for cybercriminals. Additionally, offshore call centers can also be located in countries with more or less flexible data privacy laws and regulations. Thus, there’s an added risk when your company’s information is not under your full control.
• Potential reputation issues: If not managed effectively, offshore call centers can face negative perceptions due to language barriers, accent issues, or cultural misunderstandings. Frequently, people who call to receive customer service are not in the best mood, so adding comprehension issues might lead to deeper dissatisfaction.

5. Omnichannel call centers

Omnichannel call centers combine multiple communication methods (such as VoIP phone services, email, live chat, social media, and SMS) into one platform. By funneling all types of customer communication together, omnichannel call centers can do a lot more than just placing and receiving calls. This makes them a more complete customer service solution rather than a mere call center.

One of the main reasons why omnichannel platforms are trending across B2C sectors is the human touch aspect that they can bring to every point of contact with customers—from direct messages on social media to live chats on the company website. Whichever method of contact your customers prefer, an omnichannel approach allows you to meet them there.

Most of the leading call center software offer omnichannel communication as an option.

Key features of omnichannel call centers

In addition to everything you would find in a blended call center, omnichannel solutions also include:

• Unified communications platform: Omnichannel call centers integrate multiple communication channels in an all-in-one platform. This enables customers to switch between channels without losing a beat, giving them the flexibility to connect with companies however they want.
• Customer journey tracking: Agents can access customer information from various channels, enabling them to understand the customer’s history and preferences, which leads to more efficient and personalized interactions.

Omnichannel call center use cases

Omnichannel call centers are used in a growing number of verticals, including:

• Retail: Retailers use omnichannel call centers to provide customers with consistent support across in-store, online, and phone interactions, enhancing the shopping experience and resolving issues quickly.
• Ecommerce: Ecommerce businesses rely on omnichannel call centers to manage customer inquiries from various platforms, ensuring seamless support across chat, email, and social media.
• Banking: Banks use omnichannel call centers to handle account-related queries, transactions, and support requests through multiple channels, providing convenient access for customers.
• Travel: Travel companies utilize omnichannel call centers to manage bookings, cancellations, and customer inquiries, ensuring travelers receive consistent service across phone, email, and messaging platforms.
• Hospitality: Hotels and resorts use omnichannel call centers to handle reservations, guest services, and inquiries, delivering a smooth, responsive experience across all communication channels.

Main benefits of omnichannel call centers

Beyond the typical advantages of enhanced productivity and cost-efficiency, omnichannel call centers can add:

• Improved customer satisfaction: Omnichannel call centers allow customers to interact with businesses through the communication channels of their choice, which leads to a more personalized and convenient experience. In turn, this can improve customer satisfaction and loyalty.
• Increased visibility into customer interactions: Omnichannel call centers collect data from all customer interactions, regardless of the channel used. This data can be used to improve customer service, create more targeted marketing campaigns, and develop new products or services.

Main drawbacks of omnichannel call centers

There are several complexities of omnichannel call centers that you should keep in mind:

• Hard to outsource: While omnichannel call centers are thorough, they are hard for third parties to operate due to all of the login credentials required for each official channel of communication. In many cases, if you give access to your omnichannel contact center for phone calls, you may also be giving access to your company’s social media accounts.
• Customer expectations: Omnichannel call centers can set higher standards for customer expectations. If customers anticipate being able to connect with your business through a wide variety of their preferred channels, it may be hard to maintain a consistent experience across all of them.
• Complexity and cost: Implementing and maintaining an omnichannel call center can be complex and costly — especially when it has to integrate with various systems like CRM, customer support, and marketing automation software.
• Data security and privacy risks: Omnichannel call centers gather substantial customer data that must be securely protected from unauthorized access, and businesses must also comply with all relevant data privacy regulations. Sometimes this can be trickier to do in one place than it is to shore up each sector individually.
• Training and support: Representatives of omnichannel call centers require training to work with the various systems and channels effectively. Moreover, agents themselves may need more support when resolving intricate customer issues.