Inbound Call Centre
About Inbound Call Centre
An
inbound call is one that a customer initiates to a call center or
contact center. A help desk handles inbound calls as well, although
calls may be made from employees rather than customers. A call center
may handle either inbound or outbound calls exclusively or might deal
with a combination of the two.
Why is Inbound Call Centre important?
The benefits of an Inbound Call Centre, are
•
Focus on Customer Service - Once a lead becomes a customer, it becomes a
priority to retain him for a longer time. A satisfied customer may also
recommend your business to other people who have similar business
needs.
• Connect with Business - This service is very popular and
is widely used ever since we have moved towards digital transformation.
Now, you can order food, and book cabs, hotels, or flights, over the phone
irrespective of your location.
• Deliver IT Support - An inbound
call center can be one of the useful mediums to receive customer calls
for their IT-related problems. Here, the customer gets advice or a solution after speaking with an agent.
Who should take the Inbound Call Centre Exam?
• Customer service or call center professionals
• Anyone who wants to assess their call center skills
• Customer service or call center managers and senior executives
• Call center consultants
• Professionals working in a call center
• Anyone interested in Customer service or call center
Inbound Call Centre Certification Course Outline
1. Understanding the Customer
2. Listening Skills
3. Questioning Skills
4. Professional Communication Skills
5. Call Handling Skills
6. Caller Behaviors and Emotions
7. Conflict Management Skills
8. Email and Chat Writing Skills
9. Team Building