Voice (In & Out) Channels
Voice Channel
The voice channel, a method of communication many customers rely on to resolve issues, pay bills, renew services and more. ‘The Voice Channel’ in the contact center world refers to a contact center’s phone lines; customer interactions over the telephone.
Two modes of operation for voice elements
Outbound Voice Channel
Where the agents call out to customers. This is typical for customer service and sales interactions. Outbound voice channel used to describe scheduled call-backs. It can be used to make calls to customers , either to make a sale or to follow up on bill payments and account issues.
Inbound Voice Channel
Where customers call into the call centre, for example for the debt collections function. This is what we usually talk about in the contact center world. Inbound describes when customers call into the contact center, usually to resolve a problem — although it’s sometimes used for sales purposes too.
