Inbound call center, also known as contact center is the customer engagement hub that companies deploy to make it easy for their customers to reach out for any assistance at various stages of the customer lifecycle. Customer Service agents attend inbound calls about customer queries, technical support or any other requests and complaints. Contrary to an outbound call center, where the call center agents primarily make calls, the task of an inbound call center agent is to resolve customer service requests at the earliest.
With increasing number of channels, customers want easy access to customer support via email, chat, social, web in addition to the traditional channels like phone. Omnichannel call center software empowers inbound agents to handle a large volume of interactions across multiple channels.
Intelligently automate inbound call distribution to route customer support queries to the best-suited agent according to type of information required, agent availability and agent skill-set. ACD is ideal for inbound call centers that have high call inflow to ensure uniform call distribution across available agents and balanced load distribution across multiple office locations.
Connect each customer to the best suited agent available for interaction. Enhanced skill based routing with the provision of a smart scheduler helps inbound call centers to identify longest idle agents with higher accuracy to reduce customer waiting time and ensure first call resolution. Smart skill-based routing is essential to improve customer satisfaction.
Integrate your IVR into the inbound calling process to enable self-service for the customers and in case of further assistance, make sure customers reach the right agent at the right time. Thus, reducing the call-waiting time and improving customer experience.
Be present across various communication channels that your customers prefer. Do not lose out on any opportunity to interact with the customers via multiple channel as per their convenience. Inbound call centers providing omnichannel support are better equipped to resolve customer queries dynamically and have more satisfied customers.
Connect your customers and service agents in real time with a click of a button. Click-to-call or click-to-talk functionality provides the ease of customer support to your customers by placing calls directly from your website or mobile app. Click to call technology is essential for call center software solution to cater needs of digital-savvy customers.
Reduce call abandonment rate by giving customers the option of 'Passing' the queue and connecting directly to the agent after getting notified about the expected wait time or requesting a callback at a convenient time. Ameyo omnichannel inbound solution lets the customers reach out to you via their preferred channel (call, social media, email, etc.) at their convenience.
Record all the inbound calls for call center compliance, agent training and process improvement for continuous quality assurance. It is crucial for industries where recording calls are mandatory for compliance requirement. Also, recorded inbound calls help in agent training and coaching.
Monitor Agents by reviewing call records and score their performance. The supervisor can drop in or listen to any conversation between the agent and the customer to monitor agent performance. Further, recorded calls helps inbound call center managers to keep a track of call quality and call related KPIs in real time.
Empower agents with relevant customer information to drive context-based personalized conversations. CTI is the ability to display requisite customer crm information to an inbound agent via screen pop-ups, before a call is connected.
Eliminate the need for customers to wait in the queue by giving easy call back option. Further, with Ameyo's inbound call center solution handle immediate call backs in cases of call disconnects, as well as create campaigns based on missed call service to offer flexibility to customers while getting feedback or acknowledgement.
Configure multiple call extensions with one agent to handle more than one call simultaneously. This functionality is particularly useful for brokerage or stock trading companies. By configuring multiple extensions to single agent, inbound call centers can handle large volume of calls efficiently.
Announce estimated waiting time & queue position to waiting customers or prospects to reduce call abandoment rate. With this feature inbound callers are informed in advance about the accurate estimated wait time or EWT, which is crucial for minimizing customer frustration while waiting in a queue.
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