Inbound and Outbound Related Articles How to Calculate Your Cost Per Inbound Call Outbound Dialling Reference Guide The Differences Between an Inbound and Outbound Call Centre The Ultimate Guide to an Effective Inbound Call Strategy 10,668 Filed under - Industry Insights, Outbound dialling, Outbound Dialling Guide, Sabio The split between inbound and outbound There is a definite split in the call centre industry between inbound and outbound. Only 4% of call centres are dedicated outbound centres, while 37% of call centres operate some form of combined outbound and inbound call handling. However, when it comes to the number of agents, the numbers change quite dramatically. Only 12% of people employed in call centres carry out outbound calling. There is also quite a difference between the split of agents between inbound and outbound. While the majority of employees in outbound call centres are women, the split is not as significant as in inbound call centres. Age and gender profiles In outbound call centres 56% are female and 44% male. Outbound call centres employ more workers in the youngest (18-24) and oldest (aged 50-plus) age bands. Call Blending Some contact centres’ agents are not put into dedicated inbound or outbound groups. Instead they work in a combined inbound and outbound group using Call blending. Further reading Voice of the Contact Centre Agent report by YouGov based on an online survey of 946 call centre agents in May 2008. Outbound Dialling Reference Guide Article on Call blending. Contributors Leigh Hopwood of Sabio Author: Jonty Pearce Published On: 15th Mar 2010 - Last modified: 19th Sep 2019 Read more about - Industry Insights, Outbound dialling, Outbound Dialling Guide, Sabio Recommended Articles How to Calculate Your Cost Per Inbound Call Outbound Dialling Reference Guide The Differences Between an Inbound and Outbound Call Centre The Ultimate Guide to an Effective Inbound Call Strategy Related Reports Flyer: Wellbeing Starts with Your Workplace Flyer: Placing Interaction Analytics at the Heart of CX Improvement Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter