Inbound Call Center

An inbound call center accepts questions from customers who need help using or understanding your products or services. It is staffed by specially trained call center agents who can:

  • Answer questions about product availability and functionality
  • Persuade customers not to cancel an order or service
  • Use artificial intelligence to better understand the customers and solve their problems faster
  • Follow up with customers to make sure their problem has been resolved and they are satisfied with the service they received

Outbound call centers cold-call customers and potential customers with surveys, special offers, and other information.

Call centers are now considered a “traditional” venue for customer interaction. Cutting-edge channels like digital messaging and chatbots have taken on some of the call traffic, but call centers are still needed to:

  • Deal with complicated questions
  • Give customers access to a live call center agent
  • Provide assistance to those who cannot or do not want to use digital channels

Maintaining a dynamic and efficient inbound call center is critical for inspiring customer loyalty and keeping customer satisfaction ratings high. OutPLEX has been providing call center services for over twenty years, so we know how to:

  • Select and train the right team members
  • Program and install software that provides the kind of functionality you need
  • Repair or replace technology as necessary

In addition, we can monitor call center operations to make sure your center is working at peak efficiency. Many different metrics can be used to measure a call center’s efficiency, including:

  • First Call Resolution (FCR) rates
  • Average Handle Time (AHT)
  • Customer turnover rates
  • Customer Satisfaction (CSAT) rates

Our team can conduct research to determine where these rates currently are, which ones you want to work on improving first, and what strategies can help you achieve your goals quickly.

For more information about OutPLEX’s inbound call center services, call 1.866.531.5773 or visit today.

Back to Glossary