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.

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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.

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#Gamification claims to lighten stressful jobs, but is this truly helpful in #TechnicalSupport?

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#CustomerService metrics indicate the level of service your brand is capable of providing.
They can also reveal just how effective your strategies are, including your
• staffing
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Customers appreciate brands with #eCommerce websites that have #LiveChatSupport because of its convenience, speed, and humanized interaction.
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#Repost | Team Allied Services and You:
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 is once again supporting #RyansRun during the TCS New York City Marathon this November.

Ryan's Run is a nonprofit organization and NYC Marathon Charity Partner. This #sponsorship supports #charity healthcare system Allied Services and their goal to improve the lives of people with disabilities, life-changing injuries, and chronic illnesses.

Photo shows Open Access BPO CEO Ben Davidowitz presenting the multilingual #CallCenter's donation to Allied Services' Jim Brogna and Steve Davidowitz.

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Open Access BPO is a multilingual call center with locations in both the Philippines and the United States. The company’s Chief Operating Officer, Ben Davidowitz, grew up in Kingston, PA. His brother, Steve, has been part of the charity campaign since its inception in 2010, and will be running the TCS New York City Marathon once again this year as part of Team Allied Services and You. He will be joined by an Open Access BPO employee.

Thank you @openaccessbpo

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Open Access BPO, in partnership with the Philippine Red Cross, is holding a #BloodDonation drive on September 28.

Employees who haven't signed up as #BloodDonors may do so by filling out this form: https://buff.ly/3dvNyI6

𝗦𝗮𝘃𝗲 𝗮 𝗟𝗶𝗳𝗲 𝗕𝗹𝗼𝗼𝗱 𝗗𝗿𝗶𝘃𝗲 𝟮𝟬𝟮𝟮
September 28 | 10:00 AM - 3:00 PM PST
Open Access BPO Makati, Glorietta 2 site lobby

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#Gamification works to create healthy competition and camaraderie among your #CallCenter agents while ensuring productivity and high quality support for your customers.

But it only works if done right. Here are several tips you can use to gamify your contact center: https://buff.ly/3dvR6Kt

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