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What is Inbound Calling ? A Few Tips to Improve Your Inbound Calling


Inbound Calling is handled by every firm on a daily basis. Even though social media messaging and live chats are becoming more popular, customers and clients still need to get in touch, and picking up the phone is still a fundamental component of this process.

What is the definition of an Inbound call? How do companies deal with Inbound calls? What are some of the most effective inbound call strategies? This tutorial will teach you everything you need to know about incoming calls and will conclude with simple yet effective ideas for both you and your clients to improve the inbound call experience.

Inbound Calling: What is it?

When a consumer or client contacts you, it is referred to as an inbound call. When a consumer phones your helpline and is sent to your contact center, this is known as an inbound call.

Inbound calls, on the other hand, are no longer limited to the telephone. Thanks to VoIP, customers can contact you from their computer or tablet. They can also contact you via email, social media, or a website’s live chat feature. Although they may not call, you must be prepared to answer anytime a customer contacts you.

The purpose of inbound calling is to receive inquiries, requests, complaints, or other types of feedback from customers or potential customers. It helps customers by answering their questions, providing assistance, and resolving issues in a professional and efficient manner. Inbound calling is an important technique for businesses to use in order to engage with their consumers and deliver a pleasant customer experience.

What is the best way to deal with Incoming Phone Calls?

Inbound calls can be handled in a variety of ways by business owners. The methods you use to handle inbound calls are frequently determined by the size of your company, the number of calls you receive, and the sort of calls you receive. Most likely, one or more of the following alternatives for processing inbound calls are already in use at your company.

What is the relevance of the Inbound Call experience?

When you provide an above-average phone experience to your customers, you are more likely to keep them as customers and extract more value from them in the long run. This includes recouping acquisition costs, converting customers into evangelists who refer new customers, serving as case studies, and providing testimonials and reviews for later social validation.

Here are a few tips that will help you increase your Inbound call experience:

1. Quickly return Phone Calls: Customers simply despise being placed on hold and will usually hang up if they have to wait too long. As a business, you must ensure that there are enough operators available when inbound calls arrive and that good processes, such as smart connect and call routing, are in place to ensure that calls are answered quickly and by someone who can actually help the customer. You don’t want to keep your customers waiting; you want them to be happy when they hang up!

2. Speak loudly and Clearly: Customers should be able to understand what you’re saying when they call your company. Businesses can ensure clarity by using simple language and speaking at a rate that customers can understand. Businesses should also consider the hardware their employees are using; is the speaker clear? Are the microphones picking up my voice? How much noise pollution is the mic picking up around me? Keeping these things in mind will really help you serve your customers better. Also Breathing a little slower will help you speak a little slower, which will help you enunciate your words more. This will ensure you’re speaking at a rate that your customers can hear and will greatly reduce the chance of misinterpretation or misunderstanding.

3. Offer Useful Information: This is what distinguishes you from your competitors. If there’s one totally convincing way to give a bad phone experience to a customer, it’s a lack of information and context. Nothing is worse than calling a company and discovering that they have no idea who you are. Are you a leader from where you came? Customer Enriched caller-id tools provide context on the caller before you answer the phone, so you can see if they’re a customer, who they last spoke with, and if they have any open tickets. This type of data can assist you in identifying pain points before you even say hello.

4. Listen very carefully: When a customer calls your company, don’t hang up on them. Spend time listening carefully and asking open-ended questions to learn what they want from you—and, more importantly, how you can help them. Because your customer will feel heard, the call will likely take less time. This results in better customer service and a more pleasant call experience for everyone involved.

Pay close attention to what the customer is saying and take notes if required. If you need to put the caller on hold, ask for their permission and let them know how long they will be on hold. Whenever the customer has a query or needs your help, attempt to deliver a clear and concise answer. If you don’t know the answer, tell them you’ll find out and get back to them as soon as possible.

5. Be Friendly: Being friendly is the single most important thing you can do to improve your customer’s experience. You have no idea how much your tone of voice and attitude come across on a phone call, so make them positive and eager. It’s a little cliché, but trust us when we say it works. And if you’re having a particularly bad day, a bonus trick you can try is to smile while you speak. Even if you only need a third coffee and a bagel from downstairs, it will automatically make you sound happier. Before ending the call, thank the customer for contacting you and offer any more assistance they may require.

Implementing these tips into your Inbound Calling will help you massively as this will help serve your customers well and solve their queries and problems easily.


Amit Singh - Founder & CEO

Amit has over two decades of expertise in product development, team building and scaling, and leading software architecture and operations. Amit had firsthand experience with IT pain and frustration while running his prior business and was determined to solve it with ACMA. In developing solutions, he is steadfastly dedicated to establishing a culture based on diversity, inclusion, and ethics. He promotes critical thinking from all walks of life and viewpoints.

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