Call center agent’s roles are generally classified into two main categories: inbound and outbound.
As the names imply, inbound call center agents accept calls while outbound call center agents initiate calls to prospective clients. Both require a high degree of skill to be able to give satisfactory performance in every call.
Inbound calls can be almost anything under the sun. It can be inquiries which can lead to sales, upgrades or contract extensions if handled correctly. It can take the form of complaints, such as when the assignment is to man a company’s complaints desk. And then there is technical support as part of after sales service which necessitates a background in the core activity or product of a client company. Think of computer manufacturers, banks, and insurance companies as examples. You can find more information about inbound call centers by visiting www.unisrc.com.
Inbound call center agents have to make sure the client always feels respected and provided the best service possible. Failure to do so can mean lost clients. That is the reason why contact centers have come to rely on inbound call center software to help ensure that calls are handled correctly all the time.
Many clients who call a company’s help line already feel their time is being wasted. One of the ways the software aids customer care is by reducing the client’s waiting time. Automation software instantly indicates whether the appropriate person or department is available to take the call, so there is no need to put the client on hold while checking. Automatic call distribution systems help connect the client fast and to transfer the client to the right person or department when needed. Calls from preferred clients can be given the priority they deserve; ahead of the usual queue, of course.
Interactive voice response features ensure easy resolution of the basic issues without the need to involve a call center agent.
More importantly, calls are handled better with the aid of scripts agents can use to respond to customer requests and queries. This makes the client feel that he is being given the attention he expects and deserves. Moreover scripts allow the call center agents to sound like the experts that customers expect to be connected to. Most members of industry associations, such as the Greater Toronto Contact Center Association, provide their agents with scripts.
One of the most powerful features inbound call center software can have is called computer telephony integration. This is the feature that basically matches your phone to a database. The call center agent can impress the client by citing past communications, even if these were with other agents. As a bonus, the client feels convinced the company is truly tracking his concerns. The agent can connect to the knowledge base needed to resolve the client’s technical or service issues in an instant, or confidently decide to forward the client to the right person or department.
Automating inbound call centers is an investment that pays off in terms of satisfied clients.