Your business phone is like a bridge between you and your customers. When you handle incoming calls in a cool, calm way, solve problems fast, and give them the best help possible, it helps customers see you in a positive light (and happy customers buy more). Let’s define inbound calls, why they matter, and how you can make the most of every call that comes in.
What is an inbound call?
Calls that customers initiate are called inbound calls. They are a direct way to connect with your brand, and an open invitation to let your customer service shine. Let’s break down the basics:
Inbound call meaning
Inbound calls are calls that customers make to your business. Incoming calls to your direct line or call center are active requests for support and information, whether it’s to ask a question, flag an issue, or simply learn more about your unique products or services. But they aren’t limited to detangling issues, they’re likely the first point of contact that can develop meaningful relationships with your customers.
Think of inbound calls as incoming chances to:
Build relationships: Inbound calls are a chance to connect with your customers on a personal level, so you can listen to their concerns and provide helpful solutions.
Quickly fix a problem: Think of inbound calls as your business’s troubleshooting hotline. They’re the direct line to identifying and fixing problems, so your customers hang up feeling heard.
Sell your product/services: Sometimes, an inbound call starts as a simple question, but it can turn into a sales opportunity. By providing excellent customer service, your business appears trustworthy and in a better position to encourage future purchases.
Types of inbound calls
From tech support to getting shipping updates, customers call for a number of reasons – whatever they need, they also expect a helpful and friendly voice to answer.
1. Customer service
These are the everyday calls that customer support agents handle. It could sound like a customer wanting order tracking updates, requesting more details on a return policy, or even looking for a 1:1 session on how to use a product.
2. Technical support requests
Sometimes, customers need a tech expert on the line. They might be having trouble setting up a new device, troubleshooting a software issue, or simply understanding how their new gadget works.
3. Sales leads
We’ve all been served ads on social or tv, and sometimes that even drives you to pick up the phone, looking for more information. Sales leads are calls initiated by potential customers who are interested in your products or services and are ready to take the next step.
4. Billing and account inquiries
Have you ever had a question about your pest control bill or wondered why your credit card statement was higher than usual? Customers who call in for account related issues or billing inquiries may need to speak to one of your agents.
What is an inbound call center?
An inbound call center is the central hub where these calls land. It’s the place where customers call to get immediate help, ask burning questions, or share valuable feedback with your customer service team.
How to handle inbound calls
Customers call in with all types of requests and concerns, but the way you handle those calls can really set you apart. You want to make customers feel welcome, valued, and understood. Here’s what it takes:
1. Empower your agents with knowledge
Do your agents need a refresher on the inbound call meaning (and how it influences great customer service)? Great customer service starts with great agents- they need to be knowledgeable, empathetic, and able to communicate effectively. Training and coaching can help agents develop the problem-solving skills they need to succeed.
2. Cultivate essential soft skills
Want to connect with customers on a deeper level? Soft skills like active listening, patience, empathy, and adaptability are all stepping stones in the right direction. A good agent pays close attention to what customers are saying, solves problems quickly, and provides a compassionate tone to their support calls.
3. Leverage call center technology
The right tools can make a huge difference. Think about having a customer relationship management (CRM) system to track customer interactions, call center software for efficient call routing, and a knowledge base to provide agents with quick answers.
3. Establish well-defined processes
Having clear guidelines and procedures can give agents a solid base to handle calls efficiently and consistently. Make sure to include call scripts, escalation procedures, and after-call work guidelines that are easy to find when on the line with a customer.
4. Continuously monitor and improve
Improving customer service is an ongoing process. Remember to get a clear picture of how well agents are handling calls, the type of customer feedback coming through, and if KPIs (such as first call resolution rate) speak to these improvements.
Why inbound calls matter
Inbound calls are more than just a busy line. They keep you connected to your customer experience. They’re the direct line to your customers’ thoughts, feelings, and needs. By understanding and effectively managing inbound calls, you can:
Create genuine relationships: Every call is an opportunity to connect with your customers on a personal level.
Elevate customer experiences: By addressing customer concerns the moment they call in, you can create a smooth and satisfying experience for your customers.
Drive sales up: Inbound calls can be a valuable source of sales leads and opportunities to upsell or cross-sell products.
Spot performance opportunities: Tracking inbound call data can help you identify trends, improve your products and services, and optimize your business operations.
By knowing why inbound calls matter and how to handle them, you can create a positive customer experience every time. Don’t let inbound calls overwhelm you – say hello to Upfirst. See how AI-powered call handling could be the answer to growing your business, and try Upfirst today.
FAQs about inbound calls
What is the difference between inbound and outbound calls?
Inbound and outbound calls are two distinct types of phone calls used in businesses.
Inbound calls are calls initiated by customers or clients. These calls typically come in response to advertisements, website inquiries, or other marketing efforts and often seek customer service, sales, or technical support.
Outbound calls are calls initiated by a business. These calls can be used for sales, marketing, customer follow-up, or other purposes in the form of cold calling, telemarketing, or reaching out to existing customers.
How do inbound call centers measure their performance?
Inbound call centers use various key performance indicators (KPIs) to help them track efficiency, customer satisfaction, and overall service quality.
Inbound call centers frequently use these KPIs to measure their success:
- CSAT (Customer Satisfaction Score): Measures overall customer satisfaction with the service provided.
- FCR (First Call Resolution): Measures the percentage of calls that are resolved on the first attempt.
- AHT (Average Handle Time): Measures the average length of time it takes an agent to handle a call.
- Average Time in Queue: Measures the average amount of time a caller spends waiting on hold.
- Call Abandonment Rate: Measures the percentage of calls that are disconnected before an agent answers.
- Service Level: Measures the percentage of calls answered within a specified time frame.
- Agent Occupancy Rate: Measures the percentage of time agents are actively engaged in calls or other tasks.
What are the advantages of outsourcing inbound call services?
Outsourcing inbound call services can save your company money and time. It can also help you improve your customer service by giving you access to experienced agents who can handle a high volume of calls.
What are the disadvantages of outsourcing inbound call services?
One disadvantage of outsourcing inbound call services is that you may lose some control over your customer service operations. Also, it can be difficult to ensure that your outsourced agents understand your company’s culture and values.