Mobile phones have revolutionized how business is done nowadays.  It is common to find more people opting to use  other support channels like social media, chat and email to make inquires or to even raise  a certain issue regarding a company’s products or services. However, on the flip side, most businesses have totally done away with inbound call centers while others do not even carry out any form of maintenance on their call centers.

This can be detrimental to the business in the long run as some customers prefer calling to make an inquiry or to raise an issue that might be of interest to the operations of the business. An inbound voice channel is often overlooked and this can be the defining factor that increases your sales as a company.  This service makes you stand out from others who simply rely on automation and self service.

What this service offers is direct interaction with your customers and service that can be appreciated.  But how do you make your inbound call strategy work for you? The followings are ways that will enable your channels to remain effective.

Ensure that your voice channels are matched with the right people

What this means is that you must make sure that your voice channels are connected to people who prefer to call rather than email or chat.  On the other hand, there are customers who still prefer to use other ways of communication like chat or email that is why it is prudent to have your team of salespeople talking to the right people at the right time.

Another aspect that people forget is to position their voice channels appropriately. This means that all your toll free numbers should be placed right after the call to action section of your website. By using this strategy, you are more likely to have more calls coming in inquiring on how to make a purchase.

Only hire qualified voice agents

Most businesses despite being acclaimed and well known still lack a team of customer care representatives who portray the business positively to potential clients. Interestingly enough, some are even rude and they may end up hanging up. In order to reduce these incidents, it is vital to hire a team of highly qualified voice agents. In addition, you can have your agents trained on how to handle specific phone calls. This will ensure that your customers are getting first hand information about your products and services in the most efficient way.

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 personable when you are dealing with a particular customer.

Voice channels can be effective when positioned at the right place. You do not have to incur a lot of expenses when making these calls as long as you know how to go about it. With the evolution of automated channels, the voice channel will still be an important aspect in your business and knowing how to efficiently make use of it will give you a competitive edge.

Written by: Teckinfo Solutions Pvt. Ltd.

Teckinfo Solutions is a leading provider of Unified Contact Center, Customer Interaction Management, Help Desk and other Work Force Management Solutions.

Teckinfo flagship product Interdialog UCCS is a robust and highly scalable call center suite.
InterDialog UCCS provides Automatic Call Distribution (ACD), Interactive Voice Response System (IVRS), Dialer, Voice & Screen Logger along with Unified Agents capable of not only handling voice but also other media viz. Email, SMS, Chat and social media connectors.

For more information on the InterDialog UCCS, download the brochure or contact customer care.