Inbound Call Center Solution Features to Boost Customer Engagement

Call centers are one of the most traditional industries that keep on revolutionizing and transforming with modern solutions. This industry works on different aspects and may have further branches as well such as BPOs, KPOs, technical support centers, customer care centers, etc. Traditionally, a single call center solution was available to meet the major needs of each of these businesses in this industry vertical. With technology and time advancements, the call center software providers have invented different call center solutions. For each business utility, there is a contact center solution available with exclusive features. An inbound call center solution is a vital tool to meet one of the major business aspects of a call center.

What is an inbound contact center solution?

A call center solution that is used to attend incoming calls with higher efficiency to engage customers is called an inbound contact center software solution. This software will have some exclusive features to engage clients and improve the overall customer experience. 

This type of call center software gets majorly used to handle customer care campaigns for post-sales support or otherwise. Thus, it is also referred to as a customer care software solution.

Which are the major features of inbound call center software to boost customer engagement?

Different inbound call center solutions will have different features depending on the software provider. But, there are some important features available in this software that can help in enhancing customer experience by boosting engagement. 

1. Skill based call routing

An inbound solution will have multiple automatic call distribution (ACD) features. A skill based routing is one of the most important and useful features as it can boost first call resolution (FCR), which means it can resolve customer issues within the first attempt. 

This feature will ensure that whenever a customer connects for issues resolution, the call gets connected with the most skilled agent. Thus, the chances of customer query resolution and better engagement increase.

2. Sticky agent

This is another ACD rule available in the inbound call center software. This will connect the customer with the same agent every time. This helps in strengthening the bond between a company and a customer. A better customer relationship strategy with this feature can help in making customers feel valued and increase brand loyalty. 

3. Smart IVR

Self serving features have become necessary in call center solutions and in the customer care software, it is a must. The smart IVR is one of the features that smartly resolve common customer issues without asking them to wait for a customer care agent. 

4. Soundboard Avatar

This is an advanced feature available in an inbound call center solution. The call center software will show a complete soundboard with an array of voice messages. The agents can play these voice messages simply by clicking on the soundboard. This feature helps in engaging customers with native speaker agent impressions. 

5. Omnichannel support

In a customer care center, it is impossible to ignore the value of omnichannel communication. Inbound contact center software supports digital engagement solutions, which provide support for all major digital communication channels. Moreover, it supports legacy modes of communication to let customer care businesses focus on engaging customers across all channels.

Concluding notes

Inbound call center solutions have been doing a great job for customer care businesses and this has been one of the high revenue generating businesses for call centers. Increasing major KPIs (Key Performance Indicators) and boosting customer engagement can help in increasing customer retention and referral business.

An inbound call center solution with the right features can help you win the game of customer engagement. Contact us for more details

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