| Unlike outbound call centers, inbound centers are | | | | the third tier consisting of engineers or developers |
| there to field calls from existing and potential | | | | of the product of technology. In this way, the |
| clients. This means that their quality of | | | | vast majority of customer requests and queries |
| communication is, perhaps, even more important | | | | can be dealt with quickly and effectively. Basically, |
| than that of outbound call centers, where agents | | | | if the clients who call are satisfied with the |
| initiate contact with potential clients. If a client is | | | | responses they receive, and if the responses are |
| the one to phone the call center, one thing is | | | | delivered with a maximum efficiency and minimum |
| certain from the very outset: that client needs | | | | lag time, the call center is doing its job well. No |
| help or information that the agent must be able | | | | organization should underestimate the importance |
| to supply. Ideally, the client's query can be | | | | of satisfactory communication, especially in this |
| answered by the first agent who takes the call. | | | | day and age - it almost seems as though |
| That way, there is no lag time or waiting time, | | | | advances in technology sharpen people's desire |
| and the client is reassured that the company he | | | | for effective human communication, rather than |
| has selected has the answers he needs. Because | | | | doing the opposite! |
| of the sheer volume of inbound calls that a typical | | | | Of course, technology also has a role to play in |
| call center receives, however, it is not possible or | | | | facilitating how the company deals with inbound |
| even desirable to have an 'expert' answer every | | | | calls. Data from inbound calls can be recorded and |
| single call. That is why most inbound centers | | | | reported, so that the call center can effectively |
| depend on the tier system to deal with incoming | | | | predict the type of information - and the number |
| calls. | | | | of agents in each tier - that will be needed. The |
| The tier system - also called multi-tier support - is | | | | rate at which calls are transferred between |
| a mainstay of call centers dealing with inbound | | | | agents continues to improve. Calls can be |
| calls. Within any industry, a certain predictable | | | | answered faster - in fact, this is one of the major |
| percentage of incoming calls will inevitably be quite | | | | concerns of clients phoning call centers. They do |
| simple in nature. For example, clients might phone | | | | not want to have to spend time on hold. |
| a company to check business hours or store | | | | Technology that minimizes 'on hold' time and |
| locations. This is true despite the fact that this | | | | answers and transfers calls quickly leads directly |
| type of information is available on company | | | | to increased client satisfaction. |
| websites; there are still many people who find | | | | There are also systems available that are able to |
| making a simple phone call quicker, easier and | | | | stream calls automatically. An interactive voice |
| more convenient than searching for needed | | | | response or IVR asks the inbound caller what he |
| information online. Obviously, employing technical | | | | is calling about, and transfers him directly to the |
| experts to deal with this type of call would be a | | | | appropriate agent. In the past, this type of |
| misuse of human resources, so in a tier system, | | | | automated service required the caller to do the |
| every inbound call is answered by a first tier | | | | work, so to speak - to punch in numbers and |
| agent. This agent greets the client and ascertains | | | | codes. For some callers, this presents a problem. |
| the type of query to be answered. If it is a | | | | They new IVR systems, on the other hand, allow |
| simple question, the first tier agent answers it | | | | the inbound caller to 'converse' verbally with the |
| himself, often referring to a script. However, if | | | | software. Though this technology is still being |
| the inbound call is more involved - for example, if | | | | perfected, it is very promising. |
| the client has a specific question or complaint | | | | Technology will always be a support rather than a |
| about a product he or she has purchased from | | | | substitute for human interaction, however. Agents |
| the company, the first tier agent can transfer the | | | | are still the backbone of inbound call centers, and |
| call to a technical support specialist. | | | | quality communication is the only way to ensure |
| It doesn't stop there. Most inbound centers that | | | | client satisfaction and retention. |
| use multi-tier support have a total of three tiers, | | | | |