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What Is Inbound Calling? Its Definition, Tips, & Techniques

Published On July 18th, 2024

“Do you usually receive a high volume of inbound calls from prospects and customers?”

If yes, then it is high time that you set up your contact center solution & plan your inbound calling strategy. Otherwise, it would break your customer retention rates and service experience. 

So to help you out from this grave danger, we have come up with a detailed article on what an inbound calling is, tips to improve, and benefits it gives for businesses.

Without any ado, let us start with,

What is an Inbound Calling?

An inbound calling is a type of service where agents receive voice calls from customers seeking assistance for their queries, support, or for gathering information on any product.

Editor’s Note: Most businesses make use of CRM software, ACD systems, IVRs, call routing software, analytical tools, and reporting tools for improving their inbound call solutions.

Basically, any user who has a question or a request reaches out to you for guidance via different channels like live chats, emails, or phone calls.

Now,

What Strategies to Adopt for Inbound Call Quality Management?

As inbound calling is directly proportional to customer satisfaction and retention rates, it is required you set up certain strategies to boost numbers, like:

  • Provide periodic and regular training to agents or staff who handle customer queries. Also train them on how to reduce escalation.
  • Make use of several integration software programmes, like CRM and analytical tools to gather information on customer history and requirements.
  • Always add a call routing system in your business to redirect customer calls to respective departments.
  • Try using technologies like IVRs to reduce customer disconnection rates during peak timings.

Therefore, by implementing these strategies, you can streamline your inbound call center process in the best way possible.

Next up is,

Inbound Calling & Contact Center Solution: Use Cases

Whenever we hear the word inbound call center or inbound contact center, the only thing that comes to our mind is a customer reaching out to discuss product damage or mismatch.

But, surprisingly, there are other key areas that inbound calling addresses to, such as,

 1. Customer Service

  • Inbound calling are known to be the heart hubs for this use case, as from handling customer queries to resolving concerns, it stands as a primary channel.
  • Along with this, agents also address issues related to products, order status, tech support, and billing.
  • Once you are well trained on what to offer, your business can enhance retention, loyalty, and satisfaction rates.
  • For eg: In MirrorFly, you can make use of 1000+ omnichannel contact center features  to deliver incredible customer service experience.

 2. Marketing & Sales

  • Inbound calls play a significant role in this use case as well. Customers reach out to agents to discuss the promotional content or on-going offers specified by agents on an outbound Voip call center services.
  • Plus, when calls are efficient, the inbound call may turn into an inbound sales call by converting leads into customers.
  • Thus, leading to improved revenue growth.

3. IT Helpdesk

  • Yet another sector where call centers play a huge role is IT helpdesk that helps agents to resolve customer issues or employee queries related to technology or support.
  • Just not these, agents also help troubleshoot problems related to hardware, authentication, internet usage, and other software problems.
  • At times, they even escalate to specialized support teams for detailed assistance. 
  • This way, call centers help in smooth business operations without hampering productivity.

4. Feedback

  • You might wonder how inbound calling is suitable for gathering feedback. 
  • Well, they stand truly instrumental. As when agents make follow-up calls or conduct polls and live surveys to collect feedback on a product, or service.
  • Upon receiving feedback, businesses can correct their loopholes and enhance their product offerings. Further, strengthening customer experiences. 

5. Finance

  • When users have queries regarding their bill payments, loan repayments, transaction histories, or if they need financial advice, then they make an inbound call to businesses.
  • Where agents handle these discrepancies and assist them.
  • This way, customers will cherish the accurate financial support offered. 
  • However, you must learn that your business must comply with several regulatory compliance and financial board standards.
 
Upgrade Your Inbound Support Center With Our Custom Call Center Solution!
Get Started

So these were some of the key areas where inbound calling solution play a great role. Once you have established your inbound calling strategically right, you can drive revenue and stay ahead of the competition.

Inbound Calling : Tips To Make It Best

While inbound calling platforms stand as pillars for business excellence, the main groundwork resides in bringing out new techniques to master these calling services. 

And if this stands as a pain point for you, we have come up with some tips to help you elevate customer support experiences.

Step 1. Monitor Key Metrics

  • This is the first step to learning whether your customer service team is performing well or not. 
  • How to do it? By monitoring metrics like first call resolution rate, customer satisfaction scores, call abandonment rates, and average response time regularly. 

 Step 2. Implement Self-servicing Options

  • This hint points out the fact that not every query needs a service rep. 
  • Meaning, you can redirect your customers to self-servicing pages like FAQs, and knowledge centers, or even implement chatbots to provide answers.
  • This way, you can put your agents in places where there is more traffic or workload. 

Step 3. Bring In Live Coaching

  • Provide live feedback to agents when they speak with customers and guide them on places where they go wrong.
  • By doing this, you can streamline agents’ training requirements and make them capable of handling any type of irate customer.
  • Thus, by implementing these hints and tips, you have a great chance to improve satisfaction and loyalty.

What is Inbound Calling Technique Helps Boost Conversion?

Below, we will see a list of techniques to seamlessly close your incoming calls to sales deals.

1. Have a check on sales results

Once you have optimized your inbound call center solution metrics, have a close eye on how well your sales are performing and what other improvements can be made.

 2. Automate tasks

Make use of technologies that support data entry work so that your sales team can focus on generating leads and closing deals.

3. Automate agent training

Use functional automated tools to help agents improve their service toward customers during an ongoing live call. 

Well, these were some of the few techniques businesses can follow to improve their sales process and boost conversion rates.

Wrapping Up!

We can conclude that an inbound call center technology is nothing but a frontline for servicing customers and generating revenue for businesses.

Agents answer calls to resolve queries, but it is their exceptional service that converts calls into sales opportunities. 

So if you are planning to build a custom customer contact center inbound calling solution, try using MirrorFly’s self-hosted SDKs that allow businesses to deliver exceptional customer service experiences by

  • letting you customize 1000+ omnichannel contact center features, 
  • host apps on your premises,
  • take full control of data and security, and 
  • create a white-labeled custom contact solution if needed. 

In case you agree with us, simply book a demo to learn more about our solution. And yes, don’t forget to give a thumbs up at the beginning of the blog.   

Frequently Asked Questions (FAQs)

1. How do I reduce inbound calls in the call center?

There are several ways or strategies that can be implemented to reduce inbound calls, like:

1. Training agents to resolve issues on first call
2. Send out proactive notifications/updates
3. Deploy chatbots for queries
4. Optimize web and mobile app
5. Educate customers about services
6. Gather feedback and improvise

2. What is an outbound and inbound call?

An inbound call is a type of call that is initiated by the customer to the agent of a business for addressing inquiries, support requests, or any service-related queries. Whereas, outbound calls are initiated by the business to the customer. And it always includes sales deals, follow-up, surveys, or any marketing-related campaigns.

3. What are the key points to remember while handling inbound calls?

Just follow these key points while handling inbound calls,

1. Always be professional and patient
2. Be an active listener
3. Show empathy at all times
4. Communicate clearly
5. Resolve issues instantly
6. Keep records of all communication
7. Work on feedback

4. How many calls should an inbound agent take?

Well, it depends on the type of call and the standard set by the business or industry. However, on an average, an agent can take up to 40 to 50 calls per day. This number can vary based on the call length and nature of business.

5. How should you handle inbound calls?

Here’s how you can handle inbound calls effectively:

1. Greet users professionally and in calm tone
2. Listen actively to their queries
3. Show empathy towards their concern
4. Offer instant solution to calls
5. Follow-up if needed
6. Collect feedback and improvise

6. Which software is used for inbound call centers?

Usually, inbound call centers use different solutions to manage and optimize inbound call center operations like:

1. CRM software
2. ACD systems
3. IVR systems
4. Call center software like MirrorFly, Ringcentral, and Zendesk

7. What is an example of inbound calling?

An example of inbound calling is a scenario that includes a customer calling a business service to inquire about the status of an order placed from the firm’s online store. 

8. What does inbound call mean?

An inbound call refers to the type of call that is made by the customer to any business or organization for seeking assistance, support, information, or regarding inquiries about a product. 
These types of calls are received by representatives or support agents within a call center.     

Related Articles:

Alexander

View More Posts

This guy is a blogging freak. He craves to blend the finest words to deliver meaningful, informative content in the most engaging way. This dude loves to craft content on tech blogs with a thorough piece of information. When he’s not writing, researching, or editing, you can catch him riding into unknown terrains and scribbling quotes.

Call center software

“Do you usually receive a high volume of inbound calls from prospects and customers?”

If yes, then it is high time that you set up your contact center solution & plan your inbound calling strategy. Otherwise, it would break your customer retention rates and service experience. 

So to help you out from this grave danger, we have come up with a detailed article on what an inbound calling is, tips to improve, and benefits it gives for businesses.

Without any ado, let us start with,

What is an Inbound Calling?

An inbound calling is a type of service where agents receive voice calls from customers seeking assistance for their queries, support, or for gathering information on any product.

Editor’s Note: Most businesses make use of CRM software, ACD systems, IVRs, call routing software, analytical tools, and reporting tools for improving their inbound call solutions.

Basically, any user who has a question or a request reaches out to you for guidance via different channels like live chats, emails, or phone calls.

Now,

What Strategies to Adopt for Inbound Call Quality Management?

As inbound calling is directly proportional to customer satisfaction and retention rates, it is required you set up certain strategies to boost numbers, like:

  • Provide periodic and regular training to agents or staff who handle customer queries. Also train them on how to reduce escalation.
  • Make use of several integration software programmes, like CRM and analytical tools to gather information on customer history and requirements.
  • Always add a call routing system in your business to redirect customer calls to respective departments.
  • Try using technologies like IVRs to reduce customer disconnection rates during peak timings.

Therefore, by implementing these strategies, you can streamline your inbound call center process in the best way possible.

Next up is,

Inbound Calling & Contact Center Solution: Use Cases

Whenever we hear the word inbound call center or inbound contact center, the only thing that comes to our mind is a customer reaching out to discuss product damage or mismatch.

But, surprisingly, there are other key areas that inbound calling addresses to, such as,

 1. Customer Service

  • Inbound calling are known to be the heart hubs for this use case, as from handling customer queries to resolving concerns, it stands as a primary channel.
  • Along with this, agents also address issues related to products, order status, tech support, and billing.
  • Once you are well trained on what to offer, your business can enhance retention, loyalty, and satisfaction rates.
  • For eg: In MirrorFly, you can make use of 1000+ omnichannel contact center features  to deliver incredible customer service experience.

 2. Marketing & Sales

  • Inbound calls play a significant role in this use case as well. Customers reach out to agents to discuss the promotional content or on-going offers specified by agents on an outbound Voip call center services.
  • Plus, when calls are efficient, the inbound call may turn into an inbound sales call by converting leads into customers.
  • Thus, leading to improved revenue growth.

3. IT Helpdesk

  • Yet another sector where call centers play a huge role is IT helpdesk that helps agents to resolve customer issues or employee queries related to technology or support.
  • Just not these, agents also help troubleshoot problems related to hardware, authentication, internet usage, and other software problems.
  • At times, they even escalate to specialized support teams for detailed assistance. 
  • This way, call centers help in smooth business operations without hampering productivity.

4. Feedback

  • You might wonder how inbound calling is suitable for gathering feedback. 
  • Well, they stand truly instrumental. As when agents make follow-up calls or conduct polls and live surveys to collect feedback on a product, or service.
  • Upon receiving feedback, businesses can correct their loopholes and enhance their product offerings. Further, strengthening customer experiences. 

5. Finance

  • When users have queries regarding their bill payments, loan repayments, transaction histories, or if they need financial advice, then they make an inbound call to businesses.
  • Where agents handle these discrepancies and assist them.
  • This way, customers will cherish the accurate financial support offered. 
  • However, you must learn that your business must comply with several regulatory compliance and financial board standards.
 
Upgrade Your Inbound Support Center With Our Custom Call Center Solution!
Get Started

So these were some of the key areas where inbound calling solution play a great role. Once you have established your inbound calling strategically right, you can drive revenue and stay ahead of the competition.

Inbound Calling : Tips To Make It Best

While inbound calling platforms stand as pillars for business excellence, the main groundwork resides in bringing out new techniques to master these calling services. 

And if this stands as a pain point for you, we have come up with some tips to help you elevate customer support experiences.

Step 1. Monitor Key Metrics

  • This is the first step to learning whether your customer service team is performing well or not. 
  • How to do it? By monitoring metrics like first call resolution rate, customer satisfaction scores, call abandonment rates, and average response time regularly. 

 Step 2. Implement Self-servicing Options

  • This hint points out the fact that not every query needs a service rep. 
  • Meaning, you can redirect your customers to self-servicing pages like FAQs, and knowledge centers, or even implement chatbots to provide answers.
  • This way, you can put your agents in places where there is more traffic or workload. 

Step 3. Bring In Live Coaching

  • Provide live feedback to agents when they speak with customers and guide them on places where they go wrong.
  • By doing this, you can streamline agents’ training requirements and make them capable of handling any type of irate customer.
  • Thus, by implementing these hints and tips, you have a great chance to improve satisfaction and loyalty.

What is Inbound Calling Technique Helps Boost Conversion?

Below, we will see a list of techniques to seamlessly close your incoming calls to sales deals.

1. Have a check on sales results

Once you have optimized your inbound call center solution metrics, have a close eye on how well your sales are performing and what other improvements can be made.

 2. Automate tasks

Make use of technologies that support data entry work so that your sales team can focus on generating leads and closing deals.

3. Automate agent training

Use functional automated tools to help agents improve their service toward customers during an ongoing live call. 

Well, these were some of the few techniques businesses can follow to improve their sales process and boost conversion rates.

Wrapping Up!

We can conclude that an inbound call center technology is nothing but a frontline for servicing customers and generating revenue for businesses.

Agents answer calls to resolve queries, but it is their exceptional service that converts calls into sales opportunities. 

So if you are planning to build a custom customer contact center inbound calling solution, try using MirrorFly’s self-hosted SDKs that allow businesses to deliver exceptional customer service experiences by

  • letting you customize 1000+ omnichannel contact center features, 
  • host apps on your premises,
  • take full control of data and security, and 
  • create a white-labeled custom contact solution if needed. 

In case you agree with us, simply book a demo to learn more about our solution. And yes, don’t forget to give a thumbs up at the beginning of the blog.   

Frequently Asked Questions (FAQs)

1. How do I reduce inbound calls in the call center?

There are several ways or strategies that can be implemented to reduce inbound calls, like:

1. Training agents to resolve issues on first call
2. Send out proactive notifications/updates
3. Deploy chatbots for queries
4. Optimize web and mobile app
5. Educate customers about services
6. Gather feedback and improvise

2. What is an outbound and inbound call?

An inbound call is a type of call that is initiated by the customer to the agent of a business for addressing inquiries, support requests, or any service-related queries. Whereas, outbound calls are initiated by the business to the customer. And it always includes sales deals, follow-up, surveys, or any marketing-related campaigns.

3. What are the key points to remember while handling inbound calls?

Just follow these key points while handling inbound calls,

1. Always be professional and patient
2. Be an active listener
3. Show empathy at all times
4. Communicate clearly
5. Resolve issues instantly
6. Keep records of all communication
7. Work on feedback

4. How many calls should an inbound agent take?

Well, it depends on the type of call and the standard set by the business or industry. However, on an average, an agent can take up to 40 to 50 calls per day. This number can vary based on the call length and nature of business.

5. How should you handle inbound calls?

Here’s how you can handle inbound calls effectively:

1. Greet users professionally and in calm tone
2. Listen actively to their queries
3. Show empathy towards their concern
4. Offer instant solution to calls
5. Follow-up if needed
6. Collect feedback and improvise

6. Which software is used for inbound call centers?

Usually, inbound call centers use different solutions to manage and optimize inbound call center operations like:

1. CRM software
2. ACD systems
3. IVR systems
4. Call center software like MirrorFly, Ringcentral, and Zendesk

7. What is an example of inbound calling?

An example of inbound calling is a scenario that includes a customer calling a business service to inquire about the status of an order placed from the firm’s online store. 

8. What does inbound call mean?

An inbound call refers to the type of call that is made by the customer to any business or organization for seeking assistance, support, information, or regarding inquiries about a product. 
These types of calls are received by representatives or support agents within a call center.     

Related Articles:

Alexander

View More Posts

This guy is a blogging freak. He craves to blend the finest words to deliver meaningful, informative content in the most engaging way. This dude loves to craft content on tech blogs with a thorough piece of information. When he’s not writing, researching, or editing, you can catch him riding into unknown terrains and scribbling quotes.

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