Inbound service is when a customer contacts a company and a representative assists them. This can include a customer calling a support number, emailing the company or opening a chat session with a customer service representative.

Outbound service is when a representative for the company contacts the customer. The customer service representative may call a customer to inform them of a sale, tell them about a new product that may interest them or ask if they are interested in upgrading their current services. In most cases, the focus of outbound service is sales, but companies may use outbound services to improve customer relations as well. For example, some companies use outbound services to ask their customers for feedback about a recent purchase or service the company provided.

Full-scale customer service is generally performed by a dedicated agent who only works on your account and is highly familiar with your products, services and brand messaging. While outsourced customer service agents will follow the guidelines you set for dealing with customers, they have more latitude to solve problems and answer questions than shared agents assigned to take messages.

Call patching allows an agent to take down similar information as they would in the message-taking service, but then immediately forward the call to the relevant party on your team. This service helps filter calls through to an available person who can handle the inquiry properly. If no one is available, the agent will usually take a message.

Call centers often offer order-taking services, helping customers make purchases through an online store. The agent will manage the customer’s digital cart as requested. Some call center services also offer upselling and cross-selling as part of the order-taking service.

Full-scale customer service is generally performed by a dedicated agent who only works on your account and is highly familiar with your products, services and brand messaging. While outsourced customer service agents will follow the guidelines you set for dealing with customers, they have more latitude to solve problems and answer questions than shared agents assigned to take messages.