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Inbound call center cvr

Inbound Call Center: All you need to know

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Most people would have interacted with an inbound call center at one point or the other. Often when someone wants to contact a business for support, they reach out through a call center. Contact centers are often used by businesses and researchers as a means to survey their customers and target market as well.

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What is an Inbound call center?

Inbound call centers are set up to deal with incoming calls. Instead of making calls, agents wait for callers to ring them up. Callers typically look for customer support, help with a product or service, or assistance with making a purchase. 

Agents working for inbound call centers need to be quick on their feet and be able to tackle caller requests efficiently and quickly. 

In most cases, Inbound centers deal with customer service, and their performance is considered an indicator of an organizations’ customer experience. They’re often directed to a live agent after interacting with an IVR system. 

IVR 02

What is the difference between inbound and outbound call centers?

Although both are call centers, there are differences in their purpose, their technology, and the type of training agents would require when working in them. 

Outbound call centers make outgoing calls to potential buyers. These can be in the form of cold calls to inform potential buyers about products and services they should be interested in. 

Outbound calls also serve as a means for phone surveys, making them extremely handy for market research professionals. 

Inbound call centers on the other hand deal with incoming calls – customers, be they potential or existing ones are going to be calling your organization, instead of you approaching them Inbound contact centers are primarily focused on the customer as they are an integral part of the customer journey for most businesses. However, following up on customers’ requests is an outbound process and is also a key element in customer experience.

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What type of services can inbound call centers tackle?

Product support

Inbound contact centers help customers resolve issues. These can include changing your password, making updates to account info, and resolving complaints. Dialer software like Voxco can help customers reach the right agent who can help them resolve their issues. 

Order processing

Although e-commerce and online shopping has really taken off in the last decade, many customers still prefer placing an order over the telephone. This is especially true for businesses in the insurance and finance sector, as customers usually need to be educated on the details of their purchase.

Inquiries about upgrades and renewals

Inbound contact centers help customers resolve issues. These can include changing your password, making updates to account info, and resolving complaints. Dialer software like Voxco can help customers reach the right agent who can help them resolve their issues. 

See what question types are possible with a sample survey!

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How Voxco can help deliver better Inbound Call Center services

Voxco’s omnichannel CATI survey software and IVR survey software along with its cloud-based dialer are powerful tools that call centers can leverage to maximize operational productivity.

Inbound call center 01

Detailed analytics and dashboards

Every call is a data point, and powerful analytics tools can help paint a story with data. Analytics software can help uncover insights into why your callers behave the way they do. Analytics also helps locate areas of concern within your organization – they can be your products, attributes about your service, or even something simple like the packaging your brand uses for its products.

Voxco’s Dashboards can seamlessly sync data from multiple channels including cloud-based dialers, CATI, and IVR tools. This allows supervisors to get real-time updates into customer feedback and actions. Analytics tools can visualize trends in customer feedback and generate custom reports for your stakeholders.

Omnichannel approach

Customers today begin their journey with an organization on one channel and often switch to another. This switch can also occur at any stage of the journey. For example, a customer can raise a ticket online but choose to proceed via IVR which would then direct them to your inbound call center. This is why it is essential to invest in a platform that is equally capable of dealing with omnichannel customer feedback online as it is in directing your agents to help guide them to a solution.

Inbound mode IVR

Voxco allows respondents and customers to call a phone number when it’s convenient for them and answer surveys or navigate menus through their keypad. This IVR mode can come in handy for customer satisfaction programs at inbound call centers.

Inbound call center 02

Mixed Mode IVR

Inbound call centers often need to make outbound calls to follow up with customers. Mixed-mode IVR allows for customers to choose to speak to available agents, wait for the next available slot or reschedule. Their response is recorded, and should they choose a different slot, your contact center can contact them at their preferred time slot.

Automated features to drive productivity

Voxco’s IVR software and Cloud-based dialers come equipped with several features to enhance productivity. 

  • Fully or partially automated dialing modes
  • Single system – no third-party dialer integration required, allowing Voxco Dialer to simply start dialing based on predefined rules.
  • Instantly connect calls with agents
  • Call Blending: Improve inbound call center productivity by blending returned or incoming calls into outbound operations, with incoming calls instantly assigned to available agents.

Scalability

If you’re operating in an industry that sees demand spikes throughout the year, it doesn’t make sense to invest in a fixed capacity. Voxco’s scalable IVR software tools allow call centers to scale up their operations easily when required. 

Want to know how to enhance omnichannel customer experience? Book a free consultation with our team today.

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