Glossary

What is inbound call?

As the name suggest, an inbound call is the incoming call that is made by a customer/employee to a call center or contact center. A customer can make a call to seek information, get his complaint register or get his query resolved. These in-comings calls by customers may be regarding product information, support information, inquiries or complaints. Usually, customer care executives or help desk executives working in an organization or a call center attend inbound calls.

Inbound calls are an important aspect of customer support and service, and here calls are being placed by customers to the business or organization to ask for help or receive information or assistance. They are then attended to by special call centers or customer service representatives who aim at reaching the customers’ needs and address their concerns as best as possible. Customer relationship management ties closely with inbound calls since the latter presents a direct channel through which a business can address customer concerns and handle requests at the right time.

Other positive aspects of inbound calls include customer relationship enhancement. Customer service is that form of service that is designed to meet the special needs of customers in a bid to create confidence and gain their trust. Research also reveals that companies with flawless inbound call center services enjoy high customer retention as opposed to businesses with substandard inbound call center services with the latter retaining at least 10-15% of customers abandoned by the former.

Others are inbound calls that are necessary for brand reputation. Modern business environment is characterized by high customer expectations that require companies to deliver exemplary customer service through phone calls; hence, poor call experiences can have detrimental effects such as negative word-of-mouth within the market. Now, according to American Express study, a third of customers would be looking to switch companies after having a single bad experience. That is why paying special attention to the quality of inbound calls and making sure customers are always dealt with promptly, politely, and professionally, may help businesses improve their brand’s visibility and distinguish them from competitors.

A further significant benefit of inbound calls is the fact that they boost sales and generate revenue. Even though inbound calls represent primarily customer service service, one has to consider upselling, cross-selling and lead generation capabilities. A competent and knowledgeable employee can immediately recognize customer needs and suggest suitable services or products, which can contribute to an increase in sales and income. Studies show that superior telephone customer service is linked to higher customer satisfaction and customer lifetime value, which in turn increases profitability.

Businesses must ensure that they have the right tools and technologies to help them deal with incoming calls. This includes call centers, IVR systems, and CRM. These tools enable companies to automate their call-management processes and direct calls to relevant agents and track customer calls for better service and informed decisions. Moreover, companies should focus on the training and development of their agents, so that they are effectively equipped to deliver the most successful inbound call experiences for customers.

Nowadays, when organizations are striving for customer loyalty and retention, they cannot afford to let the calls of their customers unanswered. Organizations have the option to build an in-house customer care service centers, but it is a costly affair. To cut down the cost and improve the customer services, more and more companies are hiring the expert services of call centers to take care of their customer support. Most of the times, inbound call centers specify service objectives that the center will work toward in a Service Level Agreement (SLA). There are call centers that exclusively handle inbound calls; such call centers are called inbound call centers. These call centers have trained customer service agents, who skillfully handle the calls and resolve queries of customers. An agent who exclusively handles inbound calls are called inbound call center agent. Nowadays, inbound call center agents interact with customers not only over telephones, but they also use e-mail and web chat as other mediums to communicate.

The performance of inbound agents is measured through several metrics. Some of these performance metrics are:

In summary, inbound calls are a highly beneficial aspect of customer support which can help to increase the level of customer relations, improve brand visibility, and increase sales and revenue. Inbound call investments can help establish a firm’s competitive advantage, cater for customer’s needs in the changing business environment and offer long-term opportunities in the market.

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What is inbound call?

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What is inbound call?

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