Inbound Call Center Services: 6 Must-Havesby Aiden Goh Author We all need assistance regularly. Assistance that helps us solve issues or help in buying or exchanging goods or articles. This assistance is now just a phone call away. We live in a world of internet and smartphones and we get some assurance if we could only talk to a person on the other end to clear all the doubts. That is the reason that companies incorporate a large network of people to help in that area which they normally call inbound call centres. We normally tend to see a few industries that incorporate such call centres.
1. Booking orders
The world is in a frenzy regarding online shopping thanks to smartphones and we no longer need to search local marketplaces for our much-needed products. Because of a plethora of online marketplaces, we can even compare prices and discounts. But being a customer, there might be few questions or issues regarding delivery, installations etc. Once you talk to a customer service executive, you feel reassured. This trust brings more business and revenue for the company. This is the reason industries normally employs the best people and gives the best package to its customer service teams. Another important industry that uses inbound call centre services is the food industry, for the same reasons.
Every service industry thrives on this support system where a customer who calls a helpdesk becomes an instant priority. People sometimes need quick help or just want to get some assurance. Industries like telephone, internet service providers or travel and tourism get a bulk of these types of calls. This is also the place where the call centres convert customers and help in boosting sales like using cross sales or upselling tools.
3. Interactive Voice Recorders (IVR)
Interactive voice recorders or IVR are often used when the inbound call support system has diversified queries for support teams and to reach those you need to go through IVR. It is a little time consuming but generally very helpful because this system will guide you to the exact query handling team and you will get your issues resolved soon.
4. Enquiry handling
On a daily basis, we come across many services that we need to inquire about to know their ever-changing status. Services like travel, hospitals, hotels, etc. These industries have a very volatile status. So keeping updated with them every second is a tough task. So here the inbound call centres come into play. In a phone-in mode, a customer can get the information updated on demand and can opt in or out complying with the choices they have.
5. Inbound sales calls
With advertisements playing a vector to the idea of buying and selling, these days we hardly need to leave the comfort of our couch, let alone our homes. What we just need is to phone a specified call centre that is designated to take calls and sell or buy the products directly.
6. Grievance support
There is no industry that does not encounter an angry customer. These customers must be dealt with care. Therefore, many companies keep a special inbound call centre just to handle them. The executives are extra nice and sympathetic towards these customers. Most of the time, they are able to convert an angry customer into a happy one and boost sales for the company in the process.
Created on Dec 5th 2018 03:37. Viewed 500 times.
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