How should you manage your inbound customer service team?

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.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO2 days ago
As a multilingual call center, Open Access BPO is home to individuals from different cultures, beliefs, and orientations. We believe that the world thrives when we embrace our differences; when we establish safe spaces that cultivate healthy, open discussions and cultural expression.

Happy World Day for Cultural Diversity for Dialogue and Development to all!

#WeSpeakYourLanguage
#OABPOonDiversityDay #OAonCulturalDiversity
Open Access BPO
Open Access BPO2 days ago
The key to building a brand that customers will remember: embedding empathy into your organizational culture.
Read: https://buff.ly/3Ly8Tf9

----------

Let our dedicated expert #CustomerExperience team define your brand's commitment to your customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO2 days ago
It's been reported that strong workplace cultures prompted 4x increase in revenue growth and annual returns in many companies.

What's your partner #CallCenter's culture and how can you tweak it to drive up #productivity and #EmployeeEngagement? | https://buff.ly/39AYYbg

----------
Grow with an #outsourcing firm that thrives in its diverse work culture. Grow with us: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO4 days ago
Measuring and improving on your customer effort score must be one of the main priorities of managers and #CustomerSupport providers. | https://buff.ly/39XPKG7

----------
Nip #CustomerChurn in the bud and ensure #BrandLoyalty with seamless 24/7 multilingual support: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO4 days ago
Build a #mobile #CustomerService strategy that works. You'll know your mobile strategy works if you've achieved these key features: https://buff.ly/3sDYLdS

----------
Contact us today For #multichannel #CustomerSupport that works: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO5 days ago
#CallCenters must understand their customers' unique communication styles so they can assist them more effectively. Here are 4 typical communication patterns among customers and some tips on how to handle them: https://buff.ly/39w7ybm

----------
Open Access BPO knows your customers. For proactive #CustomerSupport, contact us: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService
Open Access BPO