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7 Best Practices on Inbound Call Handling
Inbound calls should make your customer happy & come back for more. With that in mind, we’re sharing here seven best practices for handling inbound calls.
Inbound call handling can be one of the most important aspects of a business. A well-handled inbound call can result in a satisfied customer, while a poorly handled call can lead to disaster. There are many things to consider when dealing with inbound calls to manage customer relationships, keep them happy, and coming back for more.
When dealing with inbound calls, the most important considerations are what information to share, how much information to share, and when to share it. These small details can make a huge difference in how well customers and external parties receive your messaging. With that in mind, in this post, we’re sharing seven of the best practices for handling inbound calls.
1. Invest In A Good Inbound Call-handling Software
An inbound call is an excellent opportunity to create a lasting impression on the customer. That’s why investing in technology to manage this aspect of business can be one of the most beneficial things you can do for your company's image and process. There are many different types of software that you can choose to purchase. The most critical factor to consider is to purchase software that can handle your current needs and grow as your company expands. You also want to make sure the one you choose fits within your budget.
That’s where Ring4 shines - not only is it affordable, but it has several features that will allow you to compile data on your team and handle inbound calls effectively. Our software is designed to work with your company's workflow and provide the most cost-effective and highest converting results.
2. Train Your Team To Be Positive and Calm
Inbound calls are often the customer service rep's best chance to build a successful relationship with an external party. Having calm and positive employees can make a difference in how well customers perceive your business through inbound call interactions.
Always train your team members to be as professional and polite as possible. The best way to train your team is by having them practice with one another, following the proper guidelines for answering calls and providing them with resources that will help them deal with demanding customers.
When dealing with potential customers, it’s best to always answer the phone with a friendly greeting, but remain professional. Listen to what the customer has to say and be sure not to interrupt them when they talk. Only after they have finished speaking should your team members consider how to respond and handle the request/complaint/issue.
3. Provide Useful Company Information When Applicable
One of the best ways you can handle an inbound call is by providing your customers with information that will help them make informed decisions. However, you will want to avoid giving out too much information on a single call. For example, you don’t need to overwhelm them with every policy before you hang up the phone. Instead, give them what they need, and perhaps just a little more to completely take care of whatever they are calling about.
Providing your customers with helpful information is a great way to build their trust in your company and create long-lasting relationships. The more useful information you provide, the greater your customers will be satisfied with their experience.
4. Have One Phone Number For All
Having one single number that people can call will significantly simplify your company's processes and provide a better experience for customers. It is essential to have this one phone number that you use across the board, and it should be easy to remember and simple to find on your company's website.
With the right software, you can use one number to handle any inbound concern a customer or potential customer may have. Automated routing systems or phone trees like those available with Ring4 can make it easy to handle inbound calls no matter what department they are related to.
Easily guide customers to exactly where they need to be without the hassle of being transferred to multiple departments. This will make it easier to direct their call and quickly provide the correct information to your customers.
5. Take Notes and Follow Up to Make The Most Of Every Call
The most important part of your inbound call management process is taking good notes and following up with the customer. Good note-taking can help you gauge how satisfied a customer may be when providing them with both quality service and information.
Having a VoIP system that allows you to insert call notes into the call recording such as Ring4 will help you to more efficiently manage your inbound calls. Our software also has the option for transcription should you need a more accurate record of the call.
6. Track Your Calling Metrics And Set Goals
One of the benefits of using a software system such as Ring4 to manage your inbound calls is tracking metrics about these calls. You can easily track your team's stats, create goals for them to reach, and monitor their progress. Tracking your stats will pinpoint problem areas that need more attention. Set goals with your team and help them improve those stats by providing additional training and information based on real call experiences. This is yet another reason recording calls is beneficial for teams!
7. Scheduling Regular Team Meetings
To provide the best inbound call handling experience for customers, you must always be working to improve your business. By scheduling regular team meetings, you can help your team understand how they are doing and what information they need to provide adequate service.
Don't be afraid to talk about technology during these meetings. Ring4 provides a tremendous inbound call management system to help you and your staff work more efficiently and track your team's accomplishments. Help your staff utilize the system more effectively and ensure they provide the best possible service to your customers.
Handling Inbound Calls Made Easy With Ring4
There are many benefits to the technologies that we have available today. By investing in a sound VoIP system and having an automated phone process, your team can stay productive by handling more calls while still providing excellent customer service. Inbound call management features like those offered by Ring4 make it easy to track your metrics and monitor your team's success. You can easily follow up with customers and take good notes, all while having a powerful tool to help you and your team work more efficiently together. Try out Ring4 today and experience how much it can simplify your business. Sign up today!
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