Inbound Call Process- 5 Ways To Handle Your Calls

If your business receives a high number of calls then an inbound call strategy is the need of the hour for your company. Not having an inbound call strategy can have a negative impact on your customer experience as the waiting time increases, agents are not capable of dealing with multiple problems at the same time hence the customer experience will significantly drop. To add to the complexity, the reasons for these calls can vary widely. Some calls are about customer support questions, while others might be inquiries from prospects who are interested in your products or services.

What Is Inbound Calling?

Inbound calling” is when someone initiates contact with your business by phone—these calls are actually coming in and you are on the receiving end. You can receive inbound calls for any number of reasons. Unless that phone call goes to a phone number dedicated to a specific purpose, such as your help desk or technical support, you usually have no idea what the reason might be. You just have to be ready to react to the call. In this article, we will walk you through some incredible inbound strategies to implement for a better customer experience

Get The Right Call Centre Software

With an “all-in-one” call centre solution, many tasks (e.g., handling peak hours or a high number of incoming calls) become super easy to handle. There are several contact centre software tools available in the market, so it’s worth doing your own research, trying a few, and choosing the one that suits your business.

IVR Is A Game Changer

Customers are usually impatient and in a hurry because they can feel as though they are waiting forever. To provide a good customer experience, it is imperative for your operators to shorten the wait time.  Investing in an IVR can bring man benefits to your table. It can handle many calls simultaneously and route them all to the right agent or department, completely eliminating the need to transfer calls.

Be Humble

We all know that customer service representatives have to deal with upset or angry customers regularly. It is really important for you to hire trained agents who can skilfully deal with angry customers and diffuse stressful situations rather than escalating them further. Usually callers are not in the best mood, they can be disappointed with the service or just be having a bad day. This does not mean that your agents can behave the same way If you wish to retain clients then you must be hire friendly operators. According to a survey, 68% of customers say that a friendly and pleasant representative is key to a great customer service experience.

Call Scripts Are The Way

Handling a high volume of calls can be difficult since you have to keep track of all the information that comes your way. Now this is where call centre scripts come in! Call scripts can help you manage your agents, inbound call quality and important details about each call. Using a curated script can definitely help take your customer experience up the clouds.

Quality Control

An incredible quality control department can help your business maintain a customer satisfaction rate at all times. The quality control department is supposed to monitor calls and operators simultaneously. Having a team of experts who manage and maintain a high standard of customer service is imperative for any successful business.

How Do You Handle Your Inbound Calls

The inbound call process is central to the function of the inbound contact centre, providing a seamless and efficient method for handling customer inquiries and ensuring high levels of customer satisfaction.Therefore the way you answer the phone has a serious impact on the customer’s perception of your company. You can significantly increase your customer retention with the correct technology, trained operators, and an impeccable quality control department.

 

c2o- Leading Inbound Call Centre

At c2o, we believe that real conversations deliver the best results and our highly trained agents are available 24/7, making sure that each customer hangs up happy. Our inbound customer service allows you to build long-term relationships with your customers. We offer seamless customer service especially, dental phone answering services while taking the burden off from your in-house team.

200

number of employees

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services we offer

31

number of clients

05

year’s of experience

What Our Client Say

Trusted by more than 31 customers

Client
CEO
We were nervous about outsourcing our overflow calls and live chats but c2o made it extremely easy. The agents quickly learned our system and they have dealt with our customers quickly efficiently and professionally from day one. I would definitely recommend.
Client
CEO
They are very reliable and do a great job. c2o team is committed to transparency and finding ways to address any obstacle that they meet. By working in partnership with c2o we have been able to achieve savings of approximately 60% without any erosion to the customer experience.
Client
CEO
During challenging times for our business, this service enabled us to save considerable costs without having to compromise service delivery. Service quality is paramount to us and this has been delivered professionally from the agents to the management and support teams that are available 24/7.
Client
CEO
To cut costs, we wanted a call centre with real time engagement and customer support. Glad we chose this company as our customer retention rate has increased.
Client
CEO
We have been working with them for over 3 years and our company has grown exponentially with the help of their services.
Client
CEO
The onboarding process is very professional. All the instructions were given beforehand and explained in detail.