Inbound call services are phone-related tasks that agents perform on behalf of a company when customers call in over the phone. Inbound call services can include various types of support such as payments, taking orders, refunds, account questions, IT support, and account updates. Call services can also work for call center sales companies that take orders from customers. Inbound call centers, which offer inbound call services, have the equipment needed to handle a large volume of inbound calls. They can also manage inbound SMS, chats, and emails for their clients. Agents who perform inbound services are usually trained to thoroughly understand the client they will be taking calls for. They can be trained on executing specific tasks. Many times, inbound call services are needed when a call center experiences a flood of calls. Inbound callers are routed to other agents without knowing the difference between the company and the call center. This helps improve the customer experience.
Instead of waiting on hold for long periods of time, customers also receive self-service options. Inbound call service centers use IVR, or Integrated Voice Response systems, that allow customers to perform self-service tasks. By speaking their selections into the IVR system, customers can make account updates or payments. Inbound call services use IVR because it helps reduce overall call volume and gives customers the ability to quickly get the support they need. Inbound services can also function as IT support. By using a ticketing system, inbound call centers can manage and address each support request. Inbound call services help companies ensure that all their customers have a positive experience.
More inbound call services and contact center resources
Inbound Contact Center Software Solution | LiveVox Bundles
LiveVox Inbound Contact Center Bundle. Elevate Your Customer Experience. Customers come to you with expectations. LiveVox’s Inbound Contact Center Bundle includes everything you need to deliver exceptional customer service during every interaction.
5 Inbound Call & Contact Center Services – LiveVox
Agents can use their CRM to access inbound requests via voice, SMS, webchat, email, and more. This highly convenient option provides flexibility for customers who prefer other modes of communication.
What is Call Flow in a Contact Center? Meaning, Process & Systems | LiveVox
Very few brands actually have omnichannel interactions with their customers today. That is because the approach to adding channels has been piecemeal and integration with existing systems is a challenge. As a result, the digital aspects of the customer journey are not added properly and exist in siloes or stacks, as shown in the hypothetical call flow below on the left.
