Call centers handle different kinds of calls. There are two main types: outbound and inbound calls.
Inbound calls are those initiated by customers and received as incoming calls by agents who will help to resolve a problem or issue. Contact centers can be either exclusively outbound, inbound, or do a blended mix of both.
A call center deals mainly with incoming calls. It focuses on assisting both leads and existing customers who have queries and concerns about services or products.
More Inbound Call Resources:
Customers come to you with expectations. LiveVox’s Inbound Contact Center Bundle includes everything you need to deliver exceptional customer service during every interaction.
Use capabilities such as Place in Line notifications, Estimated Hold Time, Customer Call Back, SMS options, and other IVR features to manage your inbound call volume.
Call centers are companies that generally consist of agents who are trained to a particular client’s services. They may be remote or in-person employees. Call centers house either on-premise or cloud-based phone networks. These phone systems give agents the capability to make and receive thousands of calls simultaneously.
Quality inbound customer service limits the amount of time your customer spends on phone calls and puts customer satisfaction at the center of everything.
Because customers can call in for many reasons, it’s not always helpful to train agents to rigidly follow scripts. This can leave customer interactions feeling stodgy and impersonal. You can identify common reasons for calls using the call recordings from your speech analytics software and write scripts based on those high frequency requests, but in general providing agents with the above guideposts will make for the most natural, and relevant service experiences.