Was ist bei Telefonschulungen der Unterschied zwischen Inbound- und Outbound-Telefonie?

Not all telephone training courses differentiate between inbound and outbound communication, but there are also specially designed training courses that focus exclusively on one of these two communication channels and train participants accordingly. This is often the case with in-house seminars in particular. Inbound telephony training focuses on the procedures, rules and tricks for telephone calls that the customer, supplier or similar addresses directly to the call center, i.e. he or she takes the initiative and calls the company (or its call center). This is the case with complaints or customer service, for example, if you want to complain that the delivery has arrived too late or you want to change your fixed line contract. The situation is different with outbound telephony, where the call center usually wants to sell something to the customer rather than the customer contacting them on their own initiative, be it a free consultation for another health insurance company, a switch to a cheaper telephone provider or a subscription to a weekly newspaper. However, as both options are often worked through during telephone training, you do not usually have to decide on a direction before the training.