TECHNOLOGY

Inbound call center solution: the all-in-one solution for excellent customer service providing

Have you ever heard about an inbound call center solution? If not, it is an excellent opportunity to learn all about the most universal and advanced solution that will allow you to build your own customer service department without massive investments, effort, and problems concerning purchasing and setting up hardware and equipment. A ready-for-work call center in 24 hours? It’s real and we will explain how it works!

What is an inbound call center solution?

When answering this question, let us first deal with the “inbound call center” definition. We are all acknowledged the term “call center” or “contact center”, but what does the word “inbound” mean? It’s simpler than it could look like – an inbound call center is a call center that handles inbound calls or incoming calls in other words. This means that this call center doesn’t perform outbound calls (outgoing calls) for any purposes – no matter is it about telemarketing or something like that. Inbound calls are calls initiated by customers to reach out to the customer service team with a complaint or service request or to get additional information about offers, services, policies, and so on. Such technology as an inbound call center solution is needed for almost any kind of business – no matter its size or niche. Do you know any businesses that don’t need customer service departments at all? So do we. 

What kinds of businesses can benefit from using an inbound call center solution?

As we have mentioned before, all businesses can benefit from implementing an inbound contact center. First of all, it doesn’t require any huge investment so its affordable price is acceptable for businesses of all sizes – from small businesses to large enterprises. Such niches and industries, such as healthcare, automotive companies and car dealerships, delivery services, educational institutions, government agencies, e-commerce businesses, insurance and banking companies, financial services, legal services, cleaning companies, and so on are the companies that need an inbound call center solution for servicing their customers, improving customer satisfaction and overall customer experience, and finally, for overcoming competition as nowadays the quality of customer service is the most influential factor that affects customer decisions concerning choosing a brand among other ones. 

Even for large companies, an inbound call center solution is the only way to deal with the growing volume of customer requests, especially if the company is scaling up quickly and trying to acquire new clients. The average speed of answers, as well as the ability to process much more requests, make inbound call center the most beneficial solution for such enterprises – such other software tools as cloud PBX can’t be scaled up to capabilities that will let your business handle all customer calls without delays and harm to overall service quality, as well as no other solutions can offer that package of features as inbound contact center software offers. 

How does an inbound call center solution work?

Inbound call center solutions can be set up in two different infrastructure location ways  – on-premise call center solution and cloud-based solution. An on-premise solution requires more effort and primal investment to be all set as all the hardware and software you need is purchased, set up, and maintained on your own. This means you have to not only pay for it alone but also hire specialists to keep it in good condition and pay rent for locations where it will be located. Otherwise, a cloud solution doesn’t need all this headache – you just pay for a subscription plan you choose (like you do on Amazon or whatever), and afterward, the vendor’s team set your solution up, gives your verification keys for access to accounts – you also pay only for accounts you need, so for 5 agents you pay for 5 accounts – and you are all set! You can also choose different subscription plans based on your individual needs and requirements – so you don’t pay for features you don’t need at all. Moreover, all the security and confidentiality issues are a part of the vendor’s responsibility, as well as business continuity and other aspects of business agreed on in the Service Level Agreement. 

Cloud solution works based on a few main technologies: IP telephony (to be more precise, it works based on VoIP telephony – a technology that allows transferring calls using an Internet connection only, but it can also process other data, like images, videos, etc.), CTI technology that allows you to integrate telephony functions and use them on the PC or laptop, and cloud technology that means that all the data and call center operations are processed via cloud services to enhance security and improve the overall speed of services. 

Main features of an inbound call center solution

Inbound call center software is the most advanced customer service solution available on the market, as it has much more features than any cloud PBX system or CRM system with IP telephony integration. There are numerous unique features that an inbound call center solution has, and here are some of them:

  • Call monitoring in three modes for helping agents, resolving conflicts with clients, and monitoring the quality of service in real-time;
  • Call recording for quality assurance purposes and to meet legal compliance requirements;
  • Call scripting with dynamic call scripting feature;
  • Workforce management tools including scheduling and agent status monitoring;
  • Real-time reporting with live dashboards with detailed stats and insights;
  • Internal communication tools;
  • Intelligent call routing system with different modes of call routing;
  • IVR system with the option to perform automated calling campaigns;
  • Call queue management tools;
  • ACD technology to improve call routing;
  • Call transferring tools;
  • Third-party software integration capabilities, including CRM systems;
  • Multichannel communication with the option to save the progress of a customer conversation if changing a contact channel;
  • Screen pops to see customer cards with the data from the CRM software during calls;
  • Quality assurance scorecards;
  • Opportunities for agent training.