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What is an inbound call center

Published on Jun 21, 2020 at 11:41 am in Call center

“Hi Miss Houston, thank you for calling Media House. What can we do for you today?”

This, or similar, is the greeting we all hear when we reach a company. Inbound contact centers receive calls and other interactions, such as email, instant messaging, from customers. Companies rely on the contact center to answer inbound interactions for the following:

  • Customer service – handle inquiries, requests, and complaints
  • Appointment management – schedule appointments, registrations, reservations
  • Customer support – provides help with the issues for a product or service, troubleshooting

The main objective of an inbound call center is to “wow” customers with the best service.

To do that, it must rely on the technology to ensure that the customer journey is as smoother and pleasant as possible. For example, inbound call centers need to have in place an ACD and interaction routing system to identify the customer and then send to the most appropriate agent to handle the interaction.

Additionally, inbound call centers may also have an IVR to convey important messages while customers wait for an agent, to collect information that will help the agent handle the call quickly, or to enable self-service.

 

What are the benefits of an inbound call center?

All businesses that care about developing and maintaining a good customer relationship can benefit from an inbound contact center, regardless of size or type.

Match customers to the best agent

Intelligent routing improves customer experience by delivering the interaction to the most skilled agent to handle it. For example, send the interaction to the agent that last handled this customer or to the agent with the highest skills for handling the issuer that the customer is reaching out about.

 

Give personalized service

Identify the customer who’s calling and make the information easily available to the agent through the desktop. Moreover, in addition to the name and other personal information, other relevant data, such as past interactions to empower agents.

Having access to all the customer information empowers agents with knowledge and arguments to give personalized service and solve issues at the first contact.

 

Get customer loyalty

Being able to reach the company and getting answers quickly drives customer loyalty. Happy customers all less likely to change to competition and are the best advocates for your business.

Customers will recommend your business to others and we all know that the best recommendation is word-of-mouth, and the best thing?  It comes for free.

 

An inbound call center is a means for companies to provide customer service and improve the customer experience with their business. Every company needs to gain and maintain customers to be successful and products and services are no longer a differentiating factor! However, the customer experience is. We can help you provide amazing customer experiences!

Ask us how!

You may also like:

The 4 Essential Routing Strategies in The Contact Center

Celia Cerdeira

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