Mobile phones have revolutionized how business is done nowadays. It is common to find more people opting to use support channels like social media, chat and email to make inquires or to even raise a certain issue regarding a company’s products or services. Looking at this growth some businesses have totally done away with inbound call centers .This can be detrimental to the business in the long run as some customers prefer calling to make an inquiry or to raise an issue . An inbound voice channel is often overlooked but this can be the defining factor that increases your sales as a company with the opportunity to upsell or cross sell when the customer calls. An intelligent call center software makes your customer service stand out from others . What customers desire today is availability of all channels including voice to communicate with a company and a seamless transition from one channel to other. A Unified Contact Center Software will help you achieve this.
An inbound contact center enables direct interaction with your customers. But how do you make your inbound call strategy work for you? The followings are ways that will enable your channels to remain effective-
Efficient IVR filtration & routing
The efficient IVR will not only filter the call but will also route to the concerned person. IVRS is also used to answer the customer queries via automated response and will also decrease the burden of the calls to agents and the resources available can be used in the most productive manner.
Ensure that your voice channels are matched with the right people & right agents
What this means is that you must make sure that your voice channels are connected to people who can resolve the query or the complaints quickly and efficiently. Voice channel is opted by a customer when he wants a quick assistance on that call. So the call should be routed to the agent who is capable enough to satisfy the customer on the first call.
Once an agent has built a rapport with the customer, next time whenever the customer calls in if the call lands to the same agent, it will help both parties to come on a conclusion quickly. Customer does not have to repeat himself again and again as the agent is already aware of his account.
This factor plays an important role in a long term customer & company relationship.
Call analytics is your go to tool
Making use of call analytics will make your business stand out from the rest. This is because you will be able to classify your calls depending on the quality and interest. Analysing your inbound calls gives you a chance to improve on where you feel you may not be at par and it helps you make the necessary changes to your customer service procedures to ensure that your customers are only getting the best.
Make use of a customer relationship management tool
This is one of the most effective tools used by salespeople. It not only stores personal customer data but it also allows to you to access any recorded information or the customer history with your company. This makes the experience more personalized when you are dealing with a particular customer.
Voice channel can be effective when it is seamlessly integrated with the other channels(Email, Chat &social media). You do not have to incur a lot of expenses for maintaining an inbound call center as long as you know how to go about it. Even with the evolution of other channels, the voice channel will still be an important aspect in your business and knowing how to efficiently make use of it will give you a competitive edge.
Teckinfo Solutions is a leading provider of Unified Contact Center, Customer Interaction Management, Help Desk and other Work Force Management Solutions.
Teckinfo’s flagship product Interdialog UCCS is a robust and highly scalable call center suite.InterDialog UCCS provides Automatic Call Distribution (ACD), Interactive Voice Response System (IVRS), Dialer, Voice & Screen Logger along with Unified Agents capable of not only handling voice but also other media viz. Email, SMS, Chat and social media .