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Improve Inbound Call-Center Service for enhanced Customer Satisfaction

Posted by Richha Bhatnagar
Inbound call center

Almost two epochs ago, the face of the business has begun to change with the advent of call center services. The conventional ways of doing business was overtaken by the modern and practical ways.

Businesses that used to focus on the quality of the product understood the importance of customer satisfaction and then started focusing more on customer satisfaction. With the regular change in technology, inbound call center services has also intensified and diversified.

Inbound call center services

As the name suggests, inbound call center receives calls from customers pertaining to their product query or to gather more information about the product. It is a type of call center wherein calls are not made by the executives rather they get call from the customers.

Normally, there are four types of services offered by inbound call centers:

  • Customer Service: It may vary from business to business as per their need. Customer service is important for the regular growth of every business. At a point, every business opts for inbound call center services so as to increase the number of customers.
  • Technical help: It is a kind of technical troubleshooting through which technical help is provided to customers over the phone for the IT related issues. This service is available 24*7 and gives a comfort zone to users who wish to solve their IT issue quickly.
  • Help desk: The most complex work is done by the help desk executives who not only assists, guide or trouble shoot the problem but they evaluate the complete problem and gives appropriate solutions to users.
  • Inbound sales: While shopping online, some of the customers could not complete their purchase due to any reason. For this reason, a customer care executive calls that particular customer to understand what problems he/she has faced while placing an order.Then, if the customer is really interested in buying certain product, a customer care executive places the order on the behalf of customer.

With these types of services, one can enhance the customer satisfactions level and brings more customers on the board.

Ways to improve inbound call-center services:

Never compromise on call service quality:

If you want to take your business to heights then never settle for a   customer care service which is cheap and have no reputation in the market.  Always go with the reputed customer care service which can enhance your brand value.

Hands-on training to executive:

Every business should set a standard to train their executives so that they can enhance their calling experience. Trainings at regular intervals will increase their product knowledge, responsiveness to the customer, alertness about market changes, strategy-making for selling more products, and lastly best ways to woo customer.

If the training would be effective, it will definitely reflect in their calls and consequently business will grow and customers will have increased satisfaction level.

Proper scheduling:

It is imperative for a customer care executive to understand his/her job and the criticalities associated to it. They must make a proper schedule related to their break hours. Managers must teach executives about their break hours and adjust staff accordingly.

Reduce the waiting time of the customer:

Undoubtedly, every call is important for business but sometimes the calls flow increase and all the executives are occupied with one or another call. Every business must identify ways to eliminate the waiting period of the customer because nobody likes to wait for too long and spend pennies. Companies with less waiting time attract more customers than any other business.

Problem-solving skills:

An executive must be skilled in problem solving issues. Suppose, you have set up a customer care center and most of the agents lack problem-solving skills, now think about the future of that organization. It doesn’t come with birth but they should be given adequate training to solve the basic and complex problems of the clients so as to increase the ratio of customer satisfaction.

Give proper attention to executives:

If you are taking enough work from the employees, then you must be considerate towards their problems and needs. They are the point-of-contact for the company so they should be treated well and get fair chances in the organization.

Monitor calls:

It is necessary to find whether the calls made are benefiting the organization or not. Recorded calls should be checked and monitor the call quality and customer satisfaction level, and executive effectiveness to solve the issue. This should be monitored regularly as it is the basic factor which can boost the sale of a product.

Thus, setting up an inbound call center is easy but one should be aware of the facts associated with it and know how to manage the business effectively.


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