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Home » Glossary » Inbound Calls Handled

Inbound Calls Handled


What are inbound calls handled?

Inbound calls handled is when an inbound call center receives customers’ phone calls. Support teams usually monitor inbound call centers since the calls are typically from current customers who have problems or concerns. 

In other words, inbound calling happens when participants or prospects contact your business. Inbound calls handled can seem to be a simple concept. It usually occurs when an agent receives a call and answers it.

However, every customer-centric business understands that managing inbound calls is both an art and a science.

What are inbound calls handled?

Types of inbound calls handled

Inbound calls can be for tech support, sales inquiries, grievances, contract renewals, billing, and other reasons. In addition, there are three major types of inbound calls handled by call center agents: inbound service calls, inbound sales calls, and technical support

Inbound service calls

Inbound service calls happen when clients have concerns about items they’ve purchased, as the warranty. They also occur when clients want to update the condition of an order or how to refund a product. Inbound handled calls also provide an opportunity to show your sensitivity and customer service skills.

Many of these issues can be handled virtually, and many inbound call centers have started playing recordings when clients are on hold, leading them to relevant online services.

Inbound sales calls

Inbound sales calls happen when clients or consumers want to learn more about a product or service to help solve a market challenge or alleviate a pressure point.

Rather than merging different calls, several larger companies have entire call centers dedicated solely to inbound sales. The center should be directly engaged in sales when this is the case to make its best possible contribution.

Inbound sales calls are one of the essential calls that a business receives. In reality, they are just as important as outbound calls. It is an opportunity to demonstrate your company’s reception, awareness of your staff, and customer support.

Technical Support

When a product isn’t working well, consumers want to call in to fix the problem. If it’s a mobile phone that isn’t getting gifs or a device that won’t turn on, technical support often receives complaints from consumers who are dissatisfied with the current situation.

Technical support can be provided via phone, e-mail, live support software, live chat, or a website to register an incident. Internal technical assistance for computer-related issues is often accessible to employees of larger companies. Some service providers charge a premium for premium technical support.

Benefits of inbound calls handled

A call center or help desk typically manages inbound calls. The significance of having a successful inbound calling strategy cannot be underestimated. Here are some of the advantages of inbound calls in your company:

Concentrate on key business. A skilled and competent inbound call center helps reduce some of the stress of building this team in-house and allows you to concentrate on other aspects of your business activities.

Technical innovation. The implementation of technology for inbound calls is one aspect of customer service that cannot be overlooked today. Using technology ensures that companies provide a better customer experience.

Improve service speed. Slow service is what disturbs customers most when they call a company. Inbound Call Center knows how to solve problems with the customer quickly.

Companies recognize that inbound call center services provide opportunities for them to communicate directly to the customer and for customers to speak directly to them. This communication is essential, and if handled correctly, it can influence the course of their development.

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