Five Things you did not Know about an Inbound Call Center |
Posted: July 23, 2018 |
The word "call center" often has a negative aftertaste in people. Unfairly. If you work in a call center, you often have to deal with negative reactions. This is due to the fact that all call centers are combined and the word "call center" immediately thinks of the unsolicited phone calls around dinner time to sell you a product or service. Employees of an inbound call center also have to deal with these prejudices. And this while their work has nothing to use the best call center software for calling out and selling and just providing service. And sometimes even literally provide help. Five things you did not know about an INBOUND call center: 1) No salesAt an inbound call center, people do not automatically dial out to sell services and products. This is done in "outbound" call centers. With an inbound call center, it concerns dealing with inbound traffic. This is not to say that operators in an inbound call center do not have access to outgoing lines at all. At the moment that it is necessary to call a caller, for example to a duty technician, this is of course possible. 2) More than just a telephoneIn an inbound call center, not only telephone calls are received and handled. For example, e-mails or SMS messages can also be collected and processed for the company / customers, or the web chat. Another option is the monitoring of social media and the handling of webcare. 3) Varied and important workIt is never known beforehand what kind of customer contact will take place, each conversation is different. People call with questions, comments, complaints and problems. As a telephone operator for an answering service, for example, you can handle the customer contact from the call center, sometimes 24 hours a day, for a varied customer base:
Sometimes you literally save lives. 4) Not everyone can do itNot everyone is capable of delivering good work in an inbound call center. It is not a simple work. You must of course have a passion for customer contact. You have to be service-oriented and customer-friendly. You have to be able to switch quickly. Both between the various conversations, problems and cases and between different systems and the required industry knowledge. To show empathy through the telephone in a sincere and natural way is a special skill. Because callers do not see you and therefore the non-verbal communication is missing. Everything depends on your use of your voice and your capacity to assume a different role in each conversation. 5) Good learning experienceBy working in an inbound call center you reinforce important characteristics that you also benefit from in the rest of your life: Dealing with people, stress-resistant and efficient working, multitasking and separating main issues and issues in a split second to set priorities. In contrast to the prejudices that exist about the call center in general, an inbound call center is an inspiring, informative and dynamic work environment.
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