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While inbound calls are the lifeblood of most businesses, very few know how to properly utilize this powerful sales and marketing tool. In order to be successful, an inbound call strategy must be created and executed flawlessly. This guide will show you how to do just that.
What is an Inbound Call?
In simple words, an inbound call is a call that is placed to a company or organization from customers, prospects, or the general public. These calls can be regarding sales, customer service, technical support, or any other type of inquiry.
This is important for businesses because it provides an opportunity to establish a relationship with potential customers and sell their products or services.
Answering inbound calls is the job of inbound call center agents (who could either be sales agents or customer service representatives). They are well-trained to answer questions, provide support, or take an order promptly and efficiently.
Inbound and Outbound Calls
There is often confusion between inbound and outbound calls, but there are some key differences. The main difference is who initiates the call.
While inbound calls are typically calls that are coming into a company or organization, outbound calls are outgoing calls from the company.
Inbound calls may be customer service calls, or sales calls. While outbound calls are generally a form of marketing calls, follow-up calls…etc.
How Many Types of Inbound Calls are there?
There are a few things that you need to consider when planning your inbound call strategy. First, you need to understand the different types of inbound calls that a business can get.
Customer Service Calls
Inbound customer service calls are the calls that come into a company in order to receive help or support. This could be anything from a customer with a question about a product, to a complaint about something that went wrong.
Inbound customer service calls are handled by customer service representatives. The agent will ask the caller for their name and account number and will verify the information before proceeding. They will then ask the caller what the problem is and how they can help.
Technical Support Calls
Technical support calls are a type of inbound call where the caller is seeking assistance with a technical issue. Many businesses rely on technical support representatives to help customers with issues they are having with products or services. Technical support calls can be challenging, as customers may be frustrated and have high expectations for a resolution. Representatives must be patient and efficient in order to provide the best possible service.
Three Recommended Practices to Handle Inbound Calls
Here are three best practices to help you handle inbound calls whether you have an in-house call center or are outsourcing your call center needs.
Answer the call promptly, within three rings if possible.
This shows the customer that they are valued and that their call is important. It also sets the tone for the rest of the conversation and can help to build rapport with the customer. When you pick up the phone, don’t forget to say your name and introduce your organization. Don’t assume that the caller knows who you are or what organization you represent.
Greet the caller by name & with a friendly and professional demeanor.
This is very important as it helps create a personal connection with the caller. When the caller feels like they are speaking to a person rather than a faceless entity, they are more likely to trust the company and be willing to do business with them. Be pleasant and positive when you answer. It may be the first impression the caller has of you and your organization.
Ask the caller how you can help them and then listen carefully to their response.
By asking the caller how they can help them, the agent can find out what the caller needs and then provide them with the appropriate information or assistance. Which ensures a better customer experience and saves both the caller and the agent’s time.
Inbound Call Strategy
As we had previously stated, inbound calls are a powerful marketing and sales tool that can help you connect with customers, generate leads, and close deals. But what is an inbound call strategy? And how can you create one that will help you achieve your business goals?
An inbound call strategy is a set of guidelines that a company uses to determine how to best handle inbound customer calls. The strategy should take into account the company’s overall goals, as well as the specific needs of the customer base.
Here is how you can create a successful inbound call strategy for your business:
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Reserve the voice channel for those who need it most
This means that calls should be routed to the appropriate channels based on the caller’s needs.
For example, calls from customers who need urgent assistance should be routed to the first available customer service representative. Calls from sales prospects should be routed to the sales department. And calls from current customers should be routed to the customer service department.
By routing calls to the appropriate channels, you can ensure that the caller gets the help they need in a timely manner.
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Follow through with your promise to be available
Inbound call strategies are only effective if you are available to take the calls. Make sure you have enough inbound agents available to answer the phone during the hours that calls are coming and you’ll be able to maximize the effectiveness of your inbound calls service.
If you’re not, calls will go to voicemail, and customers may not bother leaving a message. This could result in lost business and customer churn.
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Do your research
When crafting an inbound call strategy, research is essential in order to determine who your target audience is, what their needs are, and how you can best handle them.
There are a number of ways to go about conducting this research, but some of the most effective methods include surveys, focus groups, and interviews. Once you have a good understanding of your customer’s history and lifestyle, you can then begin to craft a strategy that will appeal to them and encourage them to pick up the phone and call you.
Some things to keep in mind when doing your research include making sure that your questions are clear and concise, and that you take the time to listen to your respondents in order to really understand their needs.
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Invest in the right tech and software
Investing in the right technology is just as important as having a great team of customer service reps.
The right technology will help you manage inbound calls more efficiently, track call data, and even integrate with your CRM system. It can also help you automate some of the more mundane tasks associated with customer service, like taking down customer information and scheduling appointments.
By doing so, you can ensure that your customers are getting the best possible service.
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CRM integration
By integrating CRM into an inbound call strategy, businesses can more easily keep track of customer interactions, preferences, and trends. It can additionally automate some processes, such as logging customer calls and creating follow-up tasks for customer service reps. In short, CRM integration is a key part of an inbound call strategy and can help businesses better serve their customers.
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Queuing and call routing
Inbound call strategies typically involve routing calls to the appropriate queue and then using an auto-attendant or other call-routing system to direct the caller to the next available agent.
Queues can be used to group together calls that need to be handled by the same type of agent, or they can be used to route calls to different agents based on the caller’s needs. For example, a queue can be set up for sales calls, another for customer service calls, and another for technical support calls.
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Click to call
Click-to-call is a great way to increase the number of inbound calls your business receives. By placing a click-to-call button on your website, you are making it easy for potential customers to reach you. This can be a great way to increase your sales opportunities and customer service inquiries.
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Track metrics and use the data to analyze your inbound calls
Analyzing your inbound call data (call volume, call duration, call wait time, caller satisfaction,…etc.) is essential to ensure that your strategy is effective. By tracking metrics, you can identify areas that need improvement and make the necessary changes.
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First contact resolution rate
The first contact resolution rate is the percentage of inbound calls that are resolved on the first contact with the customer. A high first contact resolution rate is a good indicator that your inbound call strategy is effective.
There are a number of factors that can influence the first contact resolution rate, such as the quality of your customer service team, the clarity of your phone menu, and the efficiency of your call routing system.
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Average handle time
The average wait time is the average amount of time that a customer spends waiting in line for service. It is an important measure of customer service quality. It is also important input into decisions about staffing levels and queue management strategies.
There are a number of ways to stop wasting your customers’ valuable time on waiting lines, such as:
- Offering self-service options
- Offering appointments
- Customer callbacks
- Offering express service
- Managing the flow of customers
- Using technology to automate or speed up service
- etc.
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Abandonment rate
Abandonment rate is the percentage of inbound calls that are not answered by an agent within a certain period of time. The goal of any inbound call strategy should be to minimize the abandonment rate, as this can lead to lost customers and revenue.
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Customer satisfaction
In order to create a truly satisfying customer experience, your inbound calling strategy must also consider the overall customer service strategy of the company. This includes everything from how calls are answered and routed, to the type of training that the inbound call center agents receive.
By taking a holistic approach to customer service, companies can ensure that their inbound call center strategy is aligned with their overall business goals.
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Introduce more than one customer service channel
If your business is looking to increase its inbound call volume, one strategy is to introduce more contact centers. This could involve adding new phone lines, implementing a call-back system, or even offering live chat on your website. By giving customers more ways to reach you, you’ll be able to better meet their needs and boost your bottom line.
Conclusion
In conclusion, effectively utilizing inbound calls can greatly benefit businesses as a sales and marketing tool. By implementing a well-designed inbound call strategy, businesses can establish customer relationships, generate leads, and close deals. Key practices include prompt answering, friendly greetings, and attentive listening.
Additionally, factors such as proper call routing, technology integration, data tracking, and customer satisfaction measurement contribute to a successful strategy.
Partnering with a trusted call center like Visionary Solutions Inc can enhance business outcomes and customer satisfaction through their highly trained agents and comprehensive services.
