Saving Money on your Inbound Call Center

If your business uses an inbound call center, naturally you want the most value from your assets. An inbound call center is a big investment, and you want to get the most from it. You want your employees to be polite, engaging, and helpful, and you want them to do what they can to help callers.

But getting the most from inbound call centers requires that you discourse inadequacies. Below are some things to consider helping you determine how ineffective your call center is

1.  Routing of calls

Routing of calls may either be based on skills or randomly.  When inbound call centers use skill-based routing, calls are sorted based on caller needs and are matched to the employees in the call center who can handle them best. Skill-based routing can queue calls into more than one suitable queue, and agents can be available for more than one queue if they are able to handle different types of calls. Good inbound call center management software allows you to set main concerns so that high priority callers receive speed up service.

2.  Call processing assistance

Call center solutions today such as Voicent’s software offer numerous features for helping agents’ process calls. The agent’s computer screen may contain information telling the agent which greeting is appropriate for a call, or the agent may have buttons to click to record information about the call in your system’s reporting tools. Moreover, an agent’s computer screen may show codes that the agent can dial to summon support for the case of difficult calls. Without these tools, agents cannot work at peak efficiency.

3.  Good tools in inbound call center management system

Remember being able to measure call center metrics empowers you to make positive changes. You can’t determine where inefficiencies are without evaluating various data about calls, callers and agents, and if you can’t identify inefficiencies, you can’t address them. Call center solutions for inbound call center should include metric handling abilities that let you gather statistics on call length, time of day when the call center is busiest, and how many calls have to be escalated to solve caller problems.

4.  Offers information with call center solution

Your call center management software must automatically bring up information on incoming calls for agents; your agents are presented with caller account information automatically. When agents don’t have to look up customer account information, they can save 15 to 20 seconds per call.

5.  Build a knowledge base over time

With Voicent you can have software that makes it easy for agents to add solutions to the knowledge base and share that information with other agents, leading to time savings. Good inbound call center software can be used to create a valuable knowledge base of solutions that agents can access to determine if there is already a solution to the caller’s problem. This saves agents from finding a solution from scratch.

Voicent’s Inbound Call Center

For inbound-oriented call centers, Voicent’s IVR Studio and its point-and-click interface, offers an easy but sophisticated way to manage your calls, including skills-based call routing, text-to-speech, CTI screen pop, and more.

From simple call-flow menus to incredibly powerful connections to web applications, CRM applications, ERP applications, and other tools, IVR Studio simplifies business integration and increases system flexibility. The inbound call center voice and SMS applications you can design with it can be fully integrated into your existing IT infrastructure and business processes.