Coming up with an inbound call strategy will enable your company to put their best foot forward in delivering positive customer service.
The importance of voice channels seems to be left unnoticed by consumers—as they are absorbed with the multifaceted tricks of a mobile device. With smartphones becoming more than just a texting device, customers are expecting a more integrated customer experience they can get.
Housing an inbound call center requires strategies to fully function and perform at its best. But, how do companies boost their inbound call strategy? Don’t worry, we’ve got this covered.
What is inbound calling?
Inbound calling is a business process where a company’s customer service or support team receives and handles calls made by a customer. These calls are fielded to the organization’s call center representatives that are best fit to handle the consumer’s issues.
Most businesses have a hotline number where customers can reach out to them for different issues. These organizations either supervise an in-house call center or an outsourced one.
Call center companies also utilize tools and software that helps with the distribution of inbound calls. These software systems analyze the user’s request and directly transfers the call to the best suited agent.
With reliable software, call center workflows and processes can significantly increase a support team’s productivity while simultaneously delivering good customer’s service.
The goal of your support team is to resolve the customers’ issue during the first interaction. If not possible, agents can perform follow up with the customer via email or over the phone. If properly executed, your customer retention will increase.
Inbound calls differ every day, and representatives handle different requests in a day. As a manager or a business owner, how can you ensure that your teams have the perfect inbound call strategy to boost your services?
Don’t fret. In this article, we’re going to give you four ways to boost your inbound call strategy.
Four ways to boost your inbound call strategy
There are a lot of mechanisms on how you can improve your inbound call strategy. We’ve listed down some of the most effective and most used practices by several businesses so you could also incorporate them into your organization.
Track your metrics
The best and most effective way to properly analyze and determine if you’re performing at your best, is to track your team’s metrics.
Monitoring your key performance indicators or KPIs is a crucial inbound call strategy for any call center company. KPIs ensure that all of your team members are meeting their daily quotas and goals.
Generating a metric system motivates agents to accomplish each call with a positive resolution. This is both beneficial for your customers and for your organization.
Use inbound call technology
If you want your company to perform at its best, you’ll need to adopt a technology system to help your team distribute and handle calls. Make sure these software can be upgraded and expanded as the company also scales over time.
Apart from these, you’ll need to invest in hardware that your team needs to operate with. This includes equipment like headsets, computers systems, monitors, and keyboards which your agents will use every day.
It’s also beneficial to have additional software such as help desk tools that will allow you to provide other support features. It can help you track and record calls, or have your system pull up customer information automatically.
All of these inbound tools may sound expensive, but you can opt to outsource these tools to get the best technology for your call center company. Inbound tools are important as they elevate performance and significantly smoothen call handling.
Prioritize training
Staffing, training and onboarding costs are never cheap, and when starting a new call center, it can sometimes be tough to determine the right talent to hire and to train.
When hiring, it’s important to look for dedicated people who are energetic and very much willing to learn. The best customer support agents have strong emotional intelligence and can manage stressful customer interactions.
Great customer service happens when employees are trained properly on how to provide it, so it’s important to invest in your hiring and training process.
Utilize customer relationship management
Recent CRM statistics revealed that representatives are 15% more productive if they have access to customer’s data. Having access to all of the customer’s recorded information makes a huge difference in the handling of requests especially in resolving technical issues.
Having an integrated customer data ensures that the customer ‘s history of requests is logged properly in the system. As it significantly reduces average handle times, it also allows you to provide a more contextualized and personalized customer service.
Identifying your own inbound call strategy
Coming up with an inbound call strategy will enable your company to put their best foot forward in delivering positive customer service.
These strategies we mentioned above will greatly impact your overall inbound calling strategy. If you may add other approaches, please do so.
At the end of the day, your business goal is to assist your clients, and your employees to provide the best customer service. If you want to be on top of the game, you’ll have to integrate new plans and approaches to your agenda.
