The Top 5 Reasons CRM Still Fails 

Agent workflow around the needs of the customer is limited in CRM platforms. In fact, most CRM systems attempt to enforce a process, but contact center interactions are not so predictable or linear.

Download the Paper 


42% Increase in Up-Sell Conversion Rate

Alsco achieved a 42% improvement in up-sell Conversion Rate and improved First Call Resolution with the RiverStar solution.

Read the Case Study 


Increased Agent Efficiency

"Since the deployment of RiverStar Studio, the call center has experienced a significant increase in efficiency .The efficiency was expected but not at this much of a gain."

Read the Case Study 


Reduced Agent Training by 50%

Read the story about unifying a fragmented agent desktop that doubled sales conversion rates and improved agent training by more than 50%

Read the Case Study 


Better Customer Support 

 Learn more about the Web Self Service solution RiverStar delivered to support Activision's customers around the troubleshooting process.

Read the Case Study


The RiverStar Blog


Are Inbound and Outbound Calls Really That Different?

Share |

The way customer workflows are designed and interactions are handled should be independent of the call’s origin – inbound or outbound. When developing a process, focus on how you want the interaction with the customer to flow, not on how the connection is made.


By driving interactions with repeatable, consistent processes, you are making the entire experience more pleasant for the customer and the agent. Once the connection between the parties is established, there is no fundamental difference between inbound and outbound interactions other than who initiated the contact. Therefore, at RiverStar, we see very little difference between the two when it comes to developing an efficient, effective and scalable process.


People generally think about outbound calling as needing scripts and workflows, but inbound calls also require consistent processes so that agents can easily identify and address customer issues – in other words, deliver great customer service.


With 80 to 90 percent of calls initiated by customers, developing inbound processes provides the greatest return on investment. In one case, we simply implemented efficient inbound calling process, which allowed our client, Blue Casa, to increase first-call resolution by 25 percent. Additionally, this same inbound process was fitted for an outbound call process to help new customers with proactive service issues. Increasing the efficiency and effectiveness on the majority of your calls through a process-based approach will result in happier customers and more productive agents.


The task of addressing inbound call issues may seem overwhelming when compared with those of outbound calls, where you have control of the content. You don’t, however, have to address every possible scenario with a process-based solution. Apply the 80/20 rule to determine the top reasons for inbound calls – for example, placing orders, billing inquiries or troubleshooting – and develop processes for those. Just a few processes will likely cover the majority of your customer interactions. You can also develop a ‘generic’ process to handle the “other” calls. Over time, you can add additional processes as the volume of transactions warrants the effort.


In addition to being an excellent customer service tool, utilizing  a BPM platform-as-a-service tool will help you collect data so you have reportable results that describe exactly what occurred during each interaction. Anything that you put in a process – clicks, questions, call resolution, etc. – can be captured, stored and reported on. Integrating data from both the process and from the call transaction – such as length of call, number dialed or number of people contacted – will add value to your reports, providing a complete record of every transaction.


Contact us today to find out how we help you develop integrated processes for any types of customer interactions


Average Rating: Article Rating


Friday, February 17, 2012 2:18 PM
'inbound calls also require consistent processes so that agents can easily identify and address customer issues"

Good point. Having a script can help streamline the call and solve the issue faster. It helps improve the efficiency of your call center and improve the customer experience.
Thursday, March 22, 2012 1:20 AM
The inbound calls are phone calls made by clients to obtain information, report an error, ask for assistance etc. where The outbound calls are the calls made by agents to sell a product/service to prospective costumers
Wednesday, April 18, 2012 12:04 AM
Well inbound and outbound call both are concerned with customers. It is concerned with how well you deal with customers and win their trust and confidence. Just like outbound calls, some guidelines and script should be available to deal with inbound call too.
It will make the workflow smooth and Convenient.
Thursday, June 14, 2012 5:48 AM
Inbound and Outbound calls are somewhat the same. The only difference is outbound agents are the ones who initiates the first call and make a sale while inbound waits for the customer to call and inquire/order a product.

Post Comment

Name (required)

Email (required)