Inbound Call Center
Incoming calls are an opportunity for a company to serve its customers better and generate business. However, handling hundreds of calls daily can prove overwhelming, affecting the quality of conversation and increasing customer dissatisfaction!
Of course, you cannot curb incoming calls, particularly if they are a source of business. But cannot let customers be dissatisfied either! Dealing with the situation requires outsourcing inbound calling services to a company like Upverse. With a dedicated team handling your incoming calls and serving clients efficiently, you will soon see visible improvements in customer service and manage more calls, without compromising the quality of support.
At Upverse, we don’t merely manage calls but provide comprehensive inbound calling support. While exemplifying customer service over the phone, we maintain the required AHTs, provide timely responses to calls, and ensure no calls get abandoned or go unanswered due to non-responsiveness. Here’s more to our inbound call center support.
Our Services
Knowledge Base
Developing a knowledge base is crucial for every inbound call center agent, enabling them to provide accurate information to the callers. At Upverse, our experts work towards developing a comprehensive, well-articulated, and extensively researched knowledge base for all contact center executives. Our support also extends to reviewing and updating knowledge articles, capturing new resolutions, updating the knowledge base environment, and developing and maintaining workflow processes.
Customer Acquisition
Inbound calls can become a source of business when you have people handling calls effectively and engaging customers in productive conversations. Our inbound call center specialists do what it takes to drive value from inquiry calls. They interact with prospects and existing customers, market the company’s offerings, provide quotations, perform sales qualifications and credit checks, optimize customer engagement, and work on account changes and maintenance.
Case Management
Every case is distinct and so is the treatment for it. Upverse understands this and provides case management as a separate sub-service. Our case management expertise includes reviewing customer cases and providing tier-1 resolution. However, in instances where a tier 1 resolution doesn’t suffice, our experts direct the case to tier 2 for an advanced resolution. Besides, our team ensures every case gets documented and closed.
Escalation
Escalation handling is essentially an art. However, it also demands extensive product knowledge, an understanding of the customer’s concern, and the ability to provide prompt and accurate solutions. Thus, what also sets successful organizations apart is the way they handle escalations. Upverse exemplifies escalation handling with its skills and expertise in this area. While adhering to our client’s standard escalation protocols, our team makes honest attempts to turn every escalation into an appreciation. Overall, our support includes providing tier 2 resolution for escalated cases, escalating to tier 3 per SLA, providing tier 3 resolution for escalated cases, and ensuring proper documentation.
Case Analysis
Every case has a history and insights, making it a case study for everyone to learn. Accordingly, our inbound calling support also includes analyzing every case, case closures with the final resolution, data consolidation, analyzing case patterns, and ensuring regular meetings with the concerned authorities for improvements.
Workforce Optimization
Efficient call management requires accurate workforce management. Companies must analyze call flows across every day of the week, study patterns and assign workforce accordingly. However, most organizations don’t have the bandwidth to do it. That’s where we step in! Our experts conduct comprehensive call flow analysis and leverage predictive analytics to forecast call flows. The insights derived from this research help us optimize the workforce to attend customer calls and ensure efficient call flow management.
Operations
Our inbound call management support also includes monitoring agent calls and recording and supervising them, configuring ACD (Automatic Call Distribution) systems to drive departmental productivity, and configuring digital channels to make the process more streamlined and organized.
Training
We believe continuous training and development form the foundation of successful departmental operations. The inbound call center isn’t an exception to it. Accordingly, our expertise also covers developing curricula and delivering them to enhance overall operational productivity. We hire experienced trainers who validate the training program and deliver it effectively in a classroom setup. Additionally, we perform call testing and provide constructive feedback to drive significant improvements.