4 Inbound Call Strategies to Implement Right Away

Feb 23, 2017
inbound call strategies

There is no denying the fact that with the emergence of new age support channels such as chat, e-mail and social media, traditional channels such as voice calls have lost their sheen. But this doesn’t mean that you have to put your inbound voice channels into cold storage. You can still leverage mileage form it by implementing appropriate inbound call strategies that makes every interaction more personalized, interactive and effective.

Here is a detailed analysis of the kind of strategies that you have to implement to make sure your inbound call channel stays relevant.

1. Streamline Voice Channels and Make it Available to the Needy

Yes, new age support channels’ popularity is growing day by day, but there are still takers for inbound voice support. Hence make sure that you have adequate floor strength to take inbound calls whenever there is a need from the customer.

Also try to streamline and optimize the voice channel by augmenting self-service channels and making sure that simpler inquiries never need the attention of inbound reps. Finally put in place appropriate monitoring mechanisms, which ensures that none of the customers feel like they mean nothing to the company.

2. Provide Appropriate Training to Your Voice Agents

Once you have streamlined voice calls, take the next step towards making sure that the person who is answering the call is qualified and committed enough to make every customer interaction more fruitful. Remember, the overall quality of each interaction and efficiency of your inbound voice channels weighs more in the eyes of customers than accessibility and availability of agents. Hence train your agents well and make sure that each customer feels like they are the most important customer in the world.

3. Leverage Call Analytics

Usage of data analytics can unlock gold mines of information regarding your inbound calls. When you monitor and evaluate incoming calls, including the key drivers and customer satisfaction levels, you can essentially unlock opportunities to broaden, improve or make amendments to your business strategies and customer service procedures.

All in all the insights gleaned from analytics will help you to improve brand retention and loyalty. Invest on it.

4. Use Customer Relationship Management (CRM) Tool

As per recent studies, you can increase the productivity of voice reps by more than 15% by giving them access to a CRM tool, which allows them to access customer data while on call. Along with personal and social data related to the customer, CRM tools also gives them access to accumulated and recorded information of the past, which helps agents to customize every interaction and provide better service to the customers.

The Bottom-line

Efficient inbound call strategies are every essentially to stay ahead of the curve in the industry. Embrace it and reinforce it with the above mentioned tips. And in case you need any other assistance with regards inbound call center services, don’t hesitate to contact us. Leveraging our one and half decade of experience in the industry, we can make your inbound processes more apt, responsive and customer-centric.

Contact us immediately and outsource your inbound call center requirements.