Managing inbound call centers can get little difficult, especially if you lack the right strategy. It will throw operations off the rail, and as a result your customers will suffer.
The right inbound call strategy, on the other hand will help you to provide prompt and correct responses to customer queries. They will also assist you leverage well-defined processes to ensure that you achieve optimum client satisfaction.
The right call center strategy will not only help you manage high volume incoming calls seamlessly but will come handy in winning over angry and dissatisfied customers.
That’s not all. You can also a good inbound call center strategy will help you increase sales through up-selling and cross-selling techniques.
5 Important Tips That Will Help You Develop a Winning Inbound Call Strategy
The tips given below will ensure that your inbound call center is a roaring success:
1) Reserve voice calls for customers who absolutely need it
Not all of your customers need to talk to an agent in order to resolve their issue. Some of them can be solved easily through chat, while the rest you can manage through emails.
So how do you ensure that only those individuals who desperately need to talk to an agent get to talk to them?
For a start, instead of providing the number to your business directly on your homepage, you can provide it in your product page. This will prevent the overflowing of calls to your call center and help you save tons of money.
2) Making sure that the callers get the assistance they need
Your business has made it clear that it will only take the calls that are utterly necessary. Now you have to ensure that the callers actually connect with an inbound call agent that provide resolution at the earliest.
If the callers end up having to interact with an answering machine or an automated system, the customers trust in your brand will take a severe hit.
3) Enabling self-help options
Not every call issue needs interaction with an inbound call center agent. Some of these concerns can be seamlessly solved with the help of self-service options. Booking cancellations, order-tracking are some examples of concerns that an automated system can seamlessly solve.
This will help you save the valuable time of your inbound call center agent.
4) Enabling customers to get in touch with you anytime and through any medium
The customer of the present times value customer experience as much as they value the product or the service by the company itself. This means you have to provide high degree of convenience to your customer.
That your customers should be able to call up your inbound call center 24×7 is a given thing. But you must also ensure that your clients have the flexibility to talk to you via call, text, and chat. Trust us when we say that your customers will appreciate this flexibility very much.
5) Leveraging CRM system
Giving your agent access to your CRM system, so they can view all relevant customer details even before they pick the call, has many benefits. First, it will save a lot of time as the customers do not have go into their purchase history. This gives your agent the opportunity to upsell and cross-sell your products and services.
Another benefit of merging CRM software and the phone system of your inbound call center is that they can update customer data such as a change in number, more easily.
How Do We Assist You With Our Inbound Call Center Services
We are one of the most well-known inbound call center companies in the world. Our services have helped companies from various industry verticals deliver exceptional customer experience. It is with the help our customer-centric approach, that we establish highly standardized processes that never fails to deliver.
Our strength is our well-trained team of experts. They are the best representative your brand can have owing to their superior communication skills and their years of service in the customer care industry. If you are looking for multi-lingual support, we are the right choice, as we have agents who speak in a variety of languages such as Spanish, French etc.
Great technology leads to great customer support. We thus have the latest technology in the market and our experts never fail to keep it updated.
The average speed to answer we have is the lowest in the industry, 80% in 60 secs. This means that your customers do not have wait for long to connect to an agent. Additionally, our First Call Resolution rate is also 80%. Thus, with us as your inbound call center partners your customers will feel the most satified.
This article is written by the experts at ExpertCallers. We more than a decade’s experience in delivering inbound call center solutions to companies across the world. We have our delivery centers in 5 locations, viz, India, Philippines, Columbia, Argentina, and Bolivia.
Our inbound call center services include Virtual Receptionist Services, Up-selling and Cross-Selling Services, IVR Services, 800 Answering Services, Claims Processing Services and others.