How should you manage your inbound customer service team?

OABPO Blog Team Published on November 27, 2013

inbound-customer-service-report-analysis-meeting
Inbound customer service representatives answer incoming calls from your customers who want to make sales inquiries, seek technical support, or know general information about your company and your products. Traditionally, representatives attend to customers via phone, but as both businesses and the public see the convenience brought by having multiple communication channels, customer service is now also conducted on other channels such as email, live chat, and social media.
Managing your multi-channeled customer care can mean using different approaches for your voice and non-voice tasks where the alternative channels fall. By categorizing your channels, it would be easier to determine how many people you should employ, what tasks they should handle, and what time they should be most available.

inbound-customer-service-agents

Managing inbound calls

Your call center must have enough people to answer calls, especially during peak hours when most calls arrive. Monitor the changes in call volume at different hours of the day, and from the data you will gather, come up with a staffing strategy that wouldn’t make you waste funds or lose customers due to unresponsiveness.
By delegating the right number of representatives at the right time, you would be able to keep call waiting times at a minimum while maximizing the capacity of your people by removing idle time.

Managing alternative channels

Modern inbound customer service can come in non-voice forms that allow customers to process transactions and find answers to product-related queries by themselves. These are usually on the company’s e-commerce sites where people can place orders, monitor their online accounts, or make payments. Managing these channels require IT knowledge, so have people to help you maintain, monitor, and back up these e-commerce customer service platforms.
For digital communication channels that require human supervision, the same management you use on your inbound calls can be applied, but there should be adjustments, of course. Station people who will be solely dedicated to your live chat and email support if these channels are where most concerns come from. You should also know which social networking sites your customers visit the most so that queries sent there can be addressed in real-time. People turn to social media for its speed and convenience, so you should be able to deliver these expectations by assigning enough people to handle problems online.
In essence, inbound customer service is the bridge that connects customers and the brands they support. You should know the pulse of your market to be able to tell which channels you need to pay attention to in order to make sure your existing and potential clients are well taken care of.

Join us on facebook
Open Access BPO 9 days ago
๐—ข๐—ฝ๐—ฒ๐—ป ๐—”๐—ฐ๐—ฐ๐—ฒ๐˜€๐˜€ ๐—•๐—ฃ๐—ข ๐—Ÿ๐—ฎ๐˜‚๐—ป๐—ฐ๐—ต๐—ฒ๐˜€ ๐—ฆ๐—›๐—œ๐—™๐—ง ๐—Ÿ๐—ถ๐—ณ๐—ฒ๐˜€๐˜๐˜†๐—น๐—ฒ ๐— ๐—ผ๐—ฑ๐—ถ๐—ณ๐—ถ๐—ฐ๐—ฎ๐˜๐—ถ๐—ผ๐—ป ๐—ฃ๐—ฟ๐—ผ๐—ด๐—ฟ๐—ฎ๐—บ ๐—ณ๐—ผ๐—ฟ ๐—˜๐—บ๐—ฝ๐—น๐—ผ๐˜†๐—ฒ๐—ฒ๐˜€

Multilingual call center Open Access BPO announced the official launch of ๐—ฆ๐—›๐—œ๐—™๐—ง: ๐—”๐—ป ๐—ข๐—”๐—•๐—ฃ๐—ข ๐—Ÿ๐—ถ๐—ณ๐—ฒ๐˜€๐˜๐˜†๐—น๐—ฒ ๐— ๐—ผ๐—ฑ๐—ถ๐—ณ๐—ถ๐—ฐ๐—ฎ๐˜๐—ถ๐—ผ๐—ป ๐—ฃ๐—ฟ๐—ผ๐—ด๐—ฟ๐—ฎ๐—บ, an initiative designed to foster sustainable health and well-being among its employees.

The program, whose acronym SHIFT stands for Sustainable Health and Integrated Fitness Transformation, aims to address the challenges of sedentary work lifestyles prevalent in the BPO industry by providing comprehensive support for health improvement.

The OABPO SHIFT Program will offer a holistic approach to employee wellness, encompassing structured physical fitness activities, wellness coaching, and a smart, sustainable nutrition guide.

This program highlights Open Access BPO's dedication to employee well-being, recognizing that healthy team members are key to both professional success and a great quality of life.

Employees are encouraged to check their official Open Access BPO email for detailed information on program enrollment and participation.

#WeSpeakYourLanguage
#OneForHealth #oabpoSHIFT
#IdeaHubOABPO #EmployeeWellness
#WellbeingAtWork
Open Access BPO 13 days ago
Delivering outstanding #CustomerSupport on over #SocialMedia promptly is essential for enhancing #CustomerSatisfaction and improving the overall brand experience.

But how can your brand consistently deliver on this crucial front?

Improve your customer interactions and build stronger connections on social media by reading all about it on our blog: https://buff.ly/sdjJ2A3

โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”โ€”
Give your brand a CX boost on the social web!
Outsource to a #CustomerService expert today: https://buff.ly/aBetHaO

#WeSpeakYourLanguage
#CustomerService #CSat
#CustomerExperience #CX
Open Access BPO 23 days ago
The world is getting smaller, and your customers come from all corners of it!
Partnering with a culturally diverse #CallCenter team isn't just the right thing to do, it's a smart business move.

Learn about the key benefits in our blog:
https://buff.ly/360SqHP

----------
Want a high-value #CustomerExperience for your diverse audience?

Let our multicultural teams help your brand break into international markets without worries.

Contact us today: https://buff.ly/59i7YD6

#WeSpeakYourLanguage
#CX #diversity #inclusion
Open Access BPO 23 days ago
Open Access BPO is kicking off our Pride Week, a dedicated series of events celebrating #PrideMonth. This initiative underscores our commitment to fostering a workplace culture built on #inclusion and #diversity.

Throughout the week, we've planned a series of meaningful activities designed to celebrate the #LGBTQIA+ community. We believe that fostering an environment where every individual feels valued and empowered is crucial for our collective success.

Our dedication to creating a safe and equitable space extends beyond this week, reflecting our ongoing commitment to a more inclusive future for all.

#WeSpeakYourLanguage
#PrideMonth #Pride2025 #UnitedByLove
#OneWithDiversity #PrideMonth2025
Open Access BPO 23 days ago
Open Access BPO is kicking off our Pride Week, a dedicated series of events celebrating #PrideMonth. This initiative underscores our commitment to fostering a workplace culture built on #inclusion and #diversity.

Throughout the week, we've planned a series of meaningful activities designed to celebrate the #LGBTQIA+ community. We believe that fostering an environment where every individual feels valued and empowered is crucial for our collective success.

Our dedication to creating a safe and equitable space extends beyond this week, reflecting our ongoing commitment to a more inclusive future for all.

#WeSpeakYourLanguage
#PrideMonth #Pride2025 #UnitedByLove
#OneWithDiversity #PrideMonth2025
Open Access BPO 24 days ago
Open Access BPO conducted Plant It Forward, a two-part tree-planting initiative, held in Laguna and Davao in May and June 2025.

Volunteers from both activities planted 300 Philippine indigenous trees, which were selected to help maintain the biodiversity in the area.

โ€œThis program is more than just planting trees; itโ€™s about cultivating a culture of social responsibility within our organization and demonstrating our commitment to the communities where we operate,โ€ said Joy Sebastian, Global VP at Open Access BPO.

This is only the start. Open Access BPO vows to continue investing in such environmental projects, affirming its core value of creating positive impact.

Read more about the green initiative here: https://buff.ly/HjTlHZC

#WeSpeakYourLanguage
#OABPOPlantItForward
#OABPOcares #IdeaHubOABPO