Prepare to Answer the Call: Inbound Call Center

Traditionally, unlike other types of customer support centers which can field support requests from any number of channels, the inbound call center is specifically designed to respond to incoming phone calls. Agents are trained with soft skills associated with resolving issues over the phone. In that regard, call agent management is measured against a specific set of metrics, such as:

• Average call duration: the average duration of each call.
• First call resolution: the number of calls resolved without the need for further calls or call escalation.
• Customer satisfaction: was the customer satisfied with the interaction?
• Time in queue: how long was the customer on hold before being able to speak to an agent?

It should be noted that the growth of channels like email and Twitter has motivated some customer service leaders to take advantage of inbound call center software that allows agents to interact with customers outside of the typical inbound call.

Providing support via an inbound call center can be a challenge because customers want quick resolution to their issues and don’t want to have to explain their issue to multiple people. It’s important for agents to deal with these calls in such a way that they are able to manage customer expectations but also ensure they are getting the context they need to resolve this issue, all while maintaining a positive rapport with the customer. Skills that agents can be taught to help with this include:

• Be a good listener. If the customer becomes annoyed or frustrated, they might have trouble hearing your answer—even if it’s correct. Listen first, let them calm down, and then try to help them. Also, don’t turn the call into a sales call unless it seems appropriate.
• Acknowledge. Customers want to know they are being heard, so make sure they know that you understand why they’ve called you.
• Give them options.With an IVR (interactive voice response system), allow customers to choose to listen to FAQs or opt to leave a voicemail instead of waiting in the queue.

Ultimately listening can be a tough skill to learn, but it’s an essential one to master for a successful inbound call center. You’ve got to listen to a customer in order to repeat back to them, using supportive language, what you’ve heard them describe.

If you’ve typically provided support via an inbound call center and not invested in other channels, now is a great time to explore inbound call center software that integrates with the systems you already have in place but also allows you to expand your support offerings to include newer channels. Doing so will let you engage with customers on their terms and provide them with seamless, multichannel customer service.