Reactive or Proactive?

Telephone calls are either taken (inbound/reactive) or made (outbound/ proactive). Typically, in a sales sense, inbound calls comprise customer enquiries, leads from advertising, or freephone numbers and orders. Outbound calls comprise order-taking, lead and proposal progressing and appointment-making. Inbound and outbound calls can, however be of any nature ranging from cash collection to customer satisfaction surveys. Organisations with high volume ‘traffic’ often set up dedicated call centres with associated computer support, larger and well-known examples of these being banks, building societies and credit card companies.