FIVE WAYS FOR MAKING YOUR INBOUND CALL CENTER MORE EFFECTIVE .pdf
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FIVE WAYS FOR MAKING YOUR
INBOUND CALL CENTER
Efficient IVR filtration & routing
The efficient IVR will not only filter the
call but will also route to the
concerned person. IVRS is also used
to answer the customer queries via
automated response and will also
decrease the burden of the calls to
agents and the resources available
can be used in the most productive
Ensure that your voice channels are matched with the right people & right agents
What this means is that you must
make sure that your voice channels
are connected to people who can
resolve the query or the complaints
quickly and efficiently. Voice
channel is opted by a customer
when he wants a quick assistance
on that call. So the call should be
routed to the agent who is capable
enough to satisfy the customer on
the first call.
Once an agent has built a rapport
with the customer, next time
whenever the customer calls in if
the call lands to the same agent, it
will help both parties to come on a
conclusion quickly. Customer does
not have to repeat himself again
and again as the agent is already
aware of his account.
This factor plays an important role
in a long term customer & company
Call analytics is your go to tool
Making use of call analytics will make
your business stand out from the rest.
This is because you will be able to
classify your calls depending on the
quality and interest. Analyzing your
inbound calls gives you a chance to
improve on where you feel you may
not be at par and it helps you make
the necessary changes to your
customer service procedures to
ensure that your customers are only
getting the best.
Make use of a customer relationship management tool
This is one of the most effective tools
used by salespeople. It not only stores
personal customer data but it also
allows to you to access any recorded
information or the customer history
with your company. This makes the
experience more personalized when
you are dealing with a particular
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provides Automatic Call Distribution (ACD), Interactive Voice Response System (IVRS), Dialer, Voice & Screen
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