The Psychology of a Caller: Inbound vs Outbound

There are many differences between the psychologies of the consumers involved in the two types of calls : Inbound and Outbound.
These differences make a huge factor of why inbound calls are a real gold mine of leads.

Inbound vs Outbound (1)

Purchase Intent

Inbound callers have a very genuine purchase intent. They are probably calling you to talk to a real person to confirm the purchase. If a person has taken their time to find out your number and call you, it means that they definitely have some interest in your business.

A person at the receiving end of a sales call has little or no intent to buy your product. Even if they had come to your website and dropped an enquiry, they must have forgotten all about it they next minute. When they receive a call-back from you (which they had asked for), they are caught off guard!

Level of annoyance

Inbound callers are very open to having a conversion – their intention is just that. They have little or no annoyance, can make a conversation – coz they called you out of choice.
More often than not, the receiver of a sales call is busy. This person has better things to do and has a high level of annoyance.


Inbound callers have a lot of questions. At the receiving end, the sales agent must be able to answer everything as their interest and intent levels are at their peaks. Your business has a LOT to gain over this call. And a lot to lose, as well.

The receiver of a sales call is annoyed to have to listen to you. They’re waiting to get over with the conversation, so that they can hang up on you. And why not? The agent is pushing unwanted information on them.

Chance of conversion

For all the reasons stated above, inbound callers have a very high probability to convert.
And it is relatively much more difficult to convert the (uninterested and annoyed) receiver of an outbound call.

The Winner

In the war of the calls, inbound win hands down. There is no doubt about the value of inbound calls – callers have a high purchase intent and a high chance of conversion. To make the most of inbound calls, businesses can employ call tracking. Call tracking enables businesses to identify which sources and keywords generate the most calls. Further, businesses can use this information to drive even more calls. Call tracking is best for any business that wishes to drive more revenue through calls.


About the Author

Farhana is a content marketer and pop-culture enthusiast who thrives on books, music, movies and YouTube videos.